[Hiring] Technical Support Engineer @Socket

Role Description

We're looking for a Technical Support Engineer to join as Socket'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 Socket's products
• Building out the docs and resources that reduce repeat questions
• Jumping on video calls with enterprise customers when needed
• Flagging patterns that shape our product roadmap

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 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 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.
• 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.

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 to rest & recharge
• Paid parental leave
• Remote-first, with quarterly team off-sites