Remote opportunity at
SocketTechnical Support Engineer, APAC
Socket is seeking a Technical Support Engineer to serve as the dedicated support hire for the APAC region. In this remote position based in Australia, the…
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About This Role
Socket is seeking a Technical Support Engineer to serve as the dedicated support hire for the APAC region. In this remote position based in Australia, the successful candidate will assist developers and security teams by managing inbound support tickets independently via Zendesk, Slack, and Discord. The employer provides tools that help development and security organizations audit, manage, and find open source code safely. Day-to-day responsibilities include resolving technical issues, guiding…
Job Description
Socket is seeking a Technical Support Engineer to serve as the dedicated support hire for the APAC region. In this remote position based in Australia, the successful candidate will assist developers and security teams by managing inbound support tickets independently via Zendesk, Slack, and Discord. The employer provides tools that help development and security organizations audit, manage, and find open source code safely. Day-to-day responsibilities include resolving technical issues, guiding users through product features, authoring documentation and runbooks, and participating in video calls with enterprise clients. This role operates from 8:00 AM to 5:00 PM within the candidate's local time zone in Australia, with some required overlap with global time zones and rotational weekend or holiday on-call availability.
Socket has raised $125 million in funding and counts organizations like Anthropic, xAI, Figma, and Vercel among its customers. The company culture emphasizes customer obsession, rigorous thinking, urgency, and a strong sense of ownership. Qualified candidates will possess a background in technical support, developer-facing products, or Linux system administration, along with strong written English communication skills.
Responsibilities
- Manage inbound support tickets during APAC working hours from initial response to resolution independently
- Investigate integration problems involving GitHub Apps, APIs, CLI tools, and CI/CD pipeline checks by reviewing logs, parsing JSON data, and reproducing edge cases
- Escalate issues to the Engineering team with detailed reproduction steps, scan outputs, environment specifics, and preliminary hypotheses
- Explain scan results, lockfile behavior, manifest files, and security risks to developers and security personnel
- Create support documentation such as troubleshooting guides, runbooks, and macros for frequent inquiries
- Identify trends in customer tickets and report recurring problems or undocumented scenarios to Product and Customer Engineering teams
- Provide transparent handoffs to the broader team
Requirements
- Must be located in Australia
- At least two years of experience in B2B SaaS technical support, support engineering, or technical account management
- Familiarity with supporting developer-facing products featuring API or integration complexity, or extensive Linux system administration experience
- Proficiency in the terminal, reading JSON payloads, analyzing stack traces, interpreting lockfiles, and writing or editing basic Python or JavaScript scripts
- Understanding of developer workflows, including CI/CD pipelines, build procedures, and dependency alerts
- Clear and concise written English communication skills
- Demonstrated habit of documenting solutions for future reference
- Availability to work Monday through Friday from 8:00 AM to 5:00 PM in an Australian time zone, plus rotational weekend and holiday on-call support
Qualifications
- Familiarity with DevSecOps or security tools such as SCA, CVEs, SBOM, and supply chain risk
- Prior experience using Zendesk or similar ticketing applications
- Exposure to open source ecosystems like npm, PyPI, or Maven
- Experience with CI tools including GitHub Actions or CircleCI
Core Skills
Benefits
- Market competitive salary bands
- Meaningful equity program
- Comprehensive health benefits with 99 percent coverage for the employee and family
- Flexible time-off, holidays, and a winter shutdown
- Paid parental leave
- Remote-first work environment with quarterly team off-sites
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The position is remote-first, but the candidate must be located in Australia.
What are the working hours for this role?
The schedule is Monday through Friday from 8:00 AM to 5:00 PM within the employee's time zone in Australia, with some overlap with other global time zones and rotational weekend or holiday on-call support.
Is the salary stated in the job posting?
No, the exact salary is not stated in the posting, though the company offers market competitive salary bands.
What is the interview process like?
The process includes an informational chat with the Talent Team, a virtual face-to-face interview with the Hiring Manager, technical interviews, a presentation phase, a final call with the Founder, and references before a decision and offer.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
