Technical Support Engineer, APAC

Overview

Provide technical support to developers and security teams across APAC, resolving issues independently and improving support resources for Socket's products.

What you'll do

• Own inbound support tickets from first response through resolution during APAC hours.
• Troubleshoot GitHub App, CLI, API, and CI/CD integration issues.
• Investigate logs, webhook failures, JSON payloads, and reproduced edge cases.
• Escalate engineering issues with reproduction steps, scan output, environment details, and hypotheses.
• Explain scan results, manifest files, lockfiles, and flagged risks to customers.
• Write runbooks, troubleshooting guides, and Zendesk macros.
• Identify recurring issues and share patterns with Customer Engineering and Product teams.

What you'll need

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Experience supporting developer-facing products with API or integration complexity, or strong Linux administration and troubleshooting experience.
• Comfort with terminals, code, JSON payloads, stack traces, lockfiles, and basic Python or JavaScript scripts.
• Understanding of developer workflows, CI/CD pipelines, build processes, and dependency risks.
• Clear, concise written English.
• Availability Monday through Friday from 8am to 5pm in an Australian time zone.
• Availability for rotational weekend and holiday on-call support.

Nice to have

• Familiarity with security or DevSecOps, including SCA tools, CVEs, SBOMs, or supply chain risk.
• Experience with Zendesk or a similar ticketing tool.
• Exposure to npm, PyPI, Maven, GitHub Actions, or CircleCI.

Details

• Location: Australia.
• Work hours: 8am to 5pm within your Australian time zone, with some overlap with global time zones.
• Work arrangement: Remote-first.