Taking applicationsTechnical Support·Posted 9d ago
Technical Support Engineer, APAC
Socket
Australia
Pay
Not listed
Job type
Full-time · Remote
Hours
APAC hours
Location
Australia
EnglishMid level
About the role
Socket is hiring a Technical Support Engineer in Australia to own APAC inbound support tickets for developer and security customers across Zendesk, Slack, and Discord. The role focuses on troubleshooting API, CLI, GitHub App, and CI/CD integration issues and creating runbooks and macros to scale support.
What you'll do
- Own inbound APAC support tickets from first response to resolution
- Troubleshoot GitHub App, CLI, API, and CI/CD issues
- Escalate issues to Engineering with repro steps and diagnostics
- Explain scan results, manifests, lockfiles, and flagged risks
- Build runbooks, troubleshooting guides, and Zendesk macros
- Identify recurring issues and undocumented edge cases
- Write clear handoffs for the broader team
- Join video calls with enterprise customers
What you'll need
- Must be located in Australia
- 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
- Experience supporting developer-facing products or Linux troubleshooting
- Comfortable in a terminal and reading/writing basic Python or JavaScript
- Understanding of CI/CD and developer workflows
- Clear, concise written English
- Habit of documenting solutions
- Availability 8am–5pm Australia time plus on-call rotation
Skills
Technical troubleshootingAPI and integration debuggingLinux system administrationReading JSON payloads and stack tracesPython or JavaScript scriptingCI/CD pipelinesZendeskTechnical documentation
Benefits
Health insurancePaid time offPaid parental leaveEquity programRemote-firstQuarterly team off-sites
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