Technical Support Engineer - APAC

About Socket

Socket empowers developers and security teams to accelerate software delivery by eliminating repetitive security tasks. Popular among thousands of organizations—including Anthropic, xAI, Figma, and Vercel—Socket provides tools for safely auditing and managing open source code. Founded by experienced open source maintainer Feross Aboukhadijeh, with over a billion monthly software downloads, the company has secured $125M in funding from prominent investors and industry leaders.

Role Overview

We are seeking a Technical Support Engineer to serve as Socket's dedicated support representative in the APAC region, based in Australia. This role involves independently managing customer inquiries from developers and security teams across various platforms such as Zendesk, Slack, and Discord. Key responsibilities include resolving technical issues, guiding customers through Socket’s offerings, and developing documentation and tools to minimize recurring queries. The position includes occasional video support sessions with enterprise clients and contribution of insights that influence the product roadmap. Your expertise in crafting runbooks, macros, and identifying patterns will significantly impact the scalability of support operations.

This position operates during the hours of 8am to 5pm Australian local time, ensuring some overlap with other global teams.

Key Responsibilities

• Manage incoming support tickets during APAC business hours from initial response until resolution, meeting established SLA benchmarks autonomously.
• Investigate integration challenges involving Socket’s GitHub App, CLI, API, and continuous integration pipelines by analyzing logs, tracking webhook failures, inspecting JSON payloads, and replicating edge cases.
• Escalate complex issues to the Engineering team with comprehensive context including reproduction steps, scan outputs, environment details, and informed hypotheses.
• Explain scan results, manifest files, lockfile behaviors, and risk flags clearly to both developers and security stakeholders, demonstrating a solid understanding of package ecosystems.
• Create and enhance support documentation such as runbooks, troubleshooting guides, and Zendesk workflows for frequent issues.
• Recognize recurring problem patterns and escalate them to Customer Engineering and Product teams for long-term improvements.
• Maintain transparent and thorough communication with peers to ensure smooth handoffs and knowledge sharing.
• Be based in Australia and maintain availability from 8am to 5pm local time, Monday through Friday, including participation in a rotational on-call weekend and holiday support schedule.

Required Qualifications and Experience

• Minimum two years of experience in technical support, support engineering, or technical account management within a B2B SaaS environment.
• Experience supporting developer-focused products with APIs or integration complexities, or strong expertise in Linux system administration and troubleshooting.
• Comfortable using terminal commands and reading code, including interpreting JSON payloads, analyzing stack traces, understanding lockfile functions, and scripting in Python or JavaScript.
• Good comprehension of developer workflows, such as CI/CD pipelines and build processes, along with understanding of flagged dependencies.
• Familiarity with security or DevSecOps concepts is advantageous—knowing about software composition analysis (SCA), CVEs, SBOM, and supply chain risks—but security research expertise is not required.
• Excellent written communication skills in English, especially for asynchronous communication channels.
• A proactive attitude toward documenting solutions to improve team knowledge and reduce repeated troubleshooting.
• Experience with Zendesk or similar ticketing systems is beneficial, as is exposure to open source package ecosystems like npm, PyPI, or Maven, and CI tools such as GitHub Actions or CircleCI.

Interview Process

• Initial informational call with Talent Team member
• Virtual face-to-face interview with Hiring Manager
• Technical assessments
• Candidate presentation session
• Final interview with the company Founder
• Reference checks
• Offer and decision phase

Benefits

• Competitive market salary bands
• Equity participation program
• Comprehensive health coverage for employee and family (covering 99% of costs)
• Flexible leave policies including holidays and winter shutdown
• Paid parental leave
• Remote work model with quarterly team gatherings

Company Values

• Strive for excellence by consistently delivering high-quality work
• Operate with urgency and maintain focus on objectives
• Employ rigorous, principle-based reasoning and embrace diverse perspectives
• Build trust, offer constructive feedback, and foster collective growth
• Take strong ownership across multiple responsibilities, sharing accountability beyond defined roles
• Maintain a strong customer focus, exceeding expectations and delighting clients at every interaction