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Technical Support Engineer, APAC

Socket· Go-to-Market
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RemoteFull-timePosted 5mo ago

About the role

Technical Support Engineer role based in APAC (Australia), remotely supporting developers and security teams across Zendesk, Slack, and Discord. Responsible for solving issues, guiding customers through Socket products, and creating documentation to reduce repeat inquiries. Requires handling APAC hours with some overlap to other time zones, and occasional on-call rotations.

Responsibilities

  • Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
  • Dig into 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.
  • 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.

Qualifications

  • 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
  • Supported developer-facing products with API/integration complexity, or strong Linux system administration and troubleshooting experience
  • Comfortable in a terminal and with code (reading JSON payloads, parsing stack traces, understanding lockfiles, writing basic Python or JavaScript scripts)
  • Solid grasp of developer workflows (CI/CD, build processes, and dependency flagging)
  • Familiarity with security or DevSecOps space is a plus (SCA tools, CVEs, SBOM, supply chain risk)
  • Clear, concise written English and habit of documenting solutions
  • Experience with Zendesk or similar ticketing tools is a plus; exposure to npm, PyPI, Maven, or CI tooling like GitHub Actions or CircleCI is a plus
  • Ability to work 8am-5pm Australia time, Monday to Friday, with rotational on-call support for weekends/holidays

Skills

Required:Technical support / customer engineeringAPI / integration troubleshootingScripting (Python/JavaScript)CI/CD / DevOps concepts
Nice to have:Zendesk or ticketing tools

Benefits

  • Market competitive salary bands
  • Meaningful equity program
  • Comprehensive health benefits for you and your family (99% coverage)
  • Flexible time-off, holidays, and winter shutdown
  • Paid parental leave
  • Remote-first, with quarterly team off-sites
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Socket

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