Technical Support Engineer, APAC

Socket; United States; Remote; USD 49,000 - 76,000; Full time

Benefits offered by this job

Market salary bands

Equity program

Comprehensive health benefits

Flexible time-off

Paid parental leave

Remote-first with off-sites

Job summary

Socket is seeking a Technical Support Engineer to own APAC support hours from Australia, assisting developers and security teams across GitHub, API, and CI/CD workflows. You’ll build docs, runbooks, and macros while coordinating with Engineering for escalations and product feedback.

You’ll work 8am–5pm in your Australian time zone with overlap to other regions, and contribute to the continuous improvement of our open source ecosystem support strategy.

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
• Comfortable in a terminal and with code
• Reading a JSON payload, parsing a stack trace, understanding lockfiles
• Understanding developer workflows
• Knowledge of CI/CD pipelines and build processes
• Familiarity with security/DevSecOps concepts is a plus
• Experience with Zendesk or similar ticketing tools

Responsibilities

• Own inbound support tickets during APAC hours, from first response to resolution
• Investigate integration issues across GitHub App, CLI, API, and CI/CD checks
• Provide Engineering with repro steps, scan outputs, environment details
• Explain scan results and risks to developers and security stakeholders
• Create runbooks, troubleshooting guides, and macros
• Identify recurring issues and feed insights to Customer Engineering and Product teams
• Maintain thorough handoffs with the team
• Must be located in Australia

Skills

Technical support

SaaS experience

Linux troubleshooting

API familiarity

JSON/logs understanding

CI/CD basics

Zendesk usage

Open source ecosystem familiarity

Education

Bachelor's degree in CS or equivalent

Tools

Zendesk

GitHub Actions

CircleCI

npm

PyPI

Maven

CLI

Job description

About Us

the company helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use the company to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love the company (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, the company has raised $125M in funding from top angels, operators, and security leaders.

About the Role

We're looking for a Technical Support Engineer to join as the company's dedicated support hire in APAC, based in Australia. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through the company's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how the company scales support going forward.

This role works 8am to 5pm within your time zone in Australia, with some overlap with other global time zones.

Responsibilities

• Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
• Dig into integration issues across the company's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases.
• When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis.
• Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders.
• Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues.
• Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams.
• Keep the broader team in the loop with clear, thorough handoffs.
• Must be located in Australia

What We’re Looking For

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company,Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience.
• Comfortable in a terminal and with code.
• Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar.
• A solid grasp of developer workflows.
• You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged.
• Some familiarity with the security or DevSecOps space is a plus.
• SCA tools, CVEs, SBOM, supply chain risk.
• You do not need to be a security researcher, but caring about the problem goes a long way.
• Clear, concise written English.
• Most communication here happens async and in writing, so getting your point across cleanly matters.
• A habit of writing things down.
• When you solve something, your instinct is to document it so the next person does not have to start from scratch.
• Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.
• Ability to work 8am - 5pm within your time zone in Australia, Monday through Friday; plus availability for rotational on-call support for weekend/holiday rotation.

Our Interview Process

Informational with a member from our Talent TeamVirtual f2f with the Hiring ManagerTechnical InterviewsPresentation phaseFinal call with our FounderReferencesDecision/Offer

Hiring is a big decision on both sides. Read more about our Hiring Philosophy and how we approach the process at the company.

Benefits:

Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:

• Market competitive salary bands
• Meaningful equity program
• Comprehensive health benefits for you and your family (99% coverage)
• Flexible time-off, holidays, and winter shutdown to rest & recharge
• Paid parental leave
• Remote-first, with quarterly team off-sites

At the company, we

• Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.
• Move with urgency and focus: We prioritize swift, decisive action.
• Think rigorously: We care about being right and it often takes reasoning from first principles to get there.
• We value alternative perspectives and have constructive discussions.
• Trust and