Technical Support Engineer, APAC - Socket

About Us

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers — from Anthropic to xAI, and Figma to Vercel — love Socket.

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $125M in funding from top angels, operators, and security leaders.

About the Role

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, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.

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.
• Send Engineering comprehensive details when escalating: 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.
• Must be located in Australia.

What We're Looking For

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Experience supporting 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, and tweaking basic Python or JavaScript scripts).
• Solid grasp of developer workflows, CI/CD pipelines, build processes, and dependency risk management.
• Familiarity with the security/DevSecOps space (SCA tools, CVEs, SBOM, supply chain risk).
• Clear, concise written English with strong asynchronous communication skills.
• A habit of writing things down and maintaining thorough documentation.
• Experience with Zendesk (or similar ticketing tools), open source ecosystems (npm, PyPI, Maven), or CI tooling (GitHub Actions, CircleCI) is a plus.
• 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.

Interview Process

1. Informational with a member from our Talent Team
2. Virtual f2f with the Hiring Manager
3. Technical Interviews
4. Presentation phase
5. Final call with our Founder
6. References
7. Decision/Offer

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