Technical Support Engineer – APAC

About the role

Socket is looking for a Technical Support Engineer to be the dedicated support hire for the APAC region, based in Australia. You will be the primary point of contact for developers and security teams, handling tickets via Zendesk, Slack, and Discord, and helping customers resolve technical issues with Socket’s products.

Key responsibilities

• Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
• Investigate integration issues across Socket’s GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases.
• Provide detailed hand‑offs to Engineering with repro steps, scan output, environment details, and hypotheses.
• Explain scan results, manifest files, lockfile behaviors, and flagged risks to developers and security stakeholders.
• Create and maintain support resources such as runbooks, troubleshooting guides, and Zendesk macros.
• Identify recurring patterns in tickets and feed insights back to Customer Engineering and Product teams.

Required profile

• 2+ years of experience in technical support, support engineering, or TAM at a B2B SaaS company.
• Strong Linux system administration and troubleshooting skills; comfortable working in a terminal.
• Clear, concise written English and a habit of documenting solutions.
• Ability to work 8 am‑5 pm Australia time, Monday‑Friday, with on‑call rotation for weekends/holidays.

Required skills

• GitHub App, CLI, API integration
• CI/CD pipelines (GitHub Actions, CircleCI)
• JSON payload analysis, webhook debugging
• Python or JavaScript scripting
• Linux command line
• Zendesk or similar ticketing tools
• Familiarity with open‑source ecosystems (npm, PyPI, Maven)

What we offer

• Market‑competitive salary bands
• Equity program
• Comprehensive health benefits (99% coverage)
• Flexible time‑off, holidays, and winter shutdown
• Paid parental leave
• Remote‑first culture with quarterly team off‑sites