Technical Support Engineer, APAC
Socket · Remote · Australia ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Based in Australia
- Fully remote (AU)
- B2B SaaS Support
- API & CLI Troubleshooting
- Equity + Health Benefits
Join Socket as the dedicated APAC Technical Support Engineer, helping customers safely manage open source code. You will resolve technical issues independently via Zendesk, Slack, and Discord while collaborating with engineering and product teams.
This position requires living in Australia and working local business hours. You will build runbooks, analyze logs, and guide users through complex developer workflows.
What you'll do
- Manage inbound support tickets from first response to resolution during APAC hours
- Troubleshoot integration issues involving GitHub App, CLI, API, and CI/CD pipelines
- Analyze logs, webhook failures, and JSON payloads to reproduce edge cases
- Escalate complex bugs to Engineering with detailed reproduction steps and hypotheses
- Explain scan results, manifest files, and dependency risks to developers and security stakeholders
- Create runbooks, troubleshooting guides, and Zendesk macros to reduce repeat inquiries
- Identify recurring ticket patterns and report them to Customer Engineering and Product teams
What you'll need
- Must be currently located in Australia
- 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
- Experience supporting developer-facing products with API or integration complexity
- Comfortable using terminal, reading stack traces, and parsing JSON payloads
- Ability to write or tweak basic Python or JavaScript scripts
- Strong understanding of CI/CD pipelines, build processes, and dependency management
- Clear and concise written English for asynchronous communication
- Available to work 8am to 5pm Australian time, Monday through Friday
- Willingness to participate in rotational on-call support for weekends and holidays
Nice to have
- Familiarity with security concepts like SCA tools, CVEs, SBOM, or supply chain risk
- Experience with Zendesk or similar ticketing systems
- Exposure to open source ecosystems such as npm, PyPI, or Maven
- Knowledge of CI tooling like GitHub Actions or CircleCI
Stack
- Zendesk
- GitHub App
- CLI
- API
- Python
- JavaScript
- Linux
- npm
- PyPI
- Maven
- GitHub Actions
- CircleCI
How you'll work
- Fully remote within Australia
- Work hours: 8am to 5pm local Australian time
- Some overlap with other global time zones required
- Rotational on-call support for weekends and holidays
What you get
- Market competitive salary bands
- Meaningful equity program
- Comprehensive health benefits with 99% coverage for family
- Flexible time-off, holidays, and winter shutdown
- Paid parental leave
- Quarterly team off-sites
Hiring process
- Informational chat with Talent Team
- Virtual face-to-face with Hiring Manager
- Technical Interviews
- Presentation phase
- Final call with Founder
- Reference checks
- Decision and Offer