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Socket is a developer security platform that helps teams safely find, audit, and manage open source code. Founded by Feross Aboukhadijeh (long-time open source maintainer), Socket has raised $125M in funding and counts Anthropic, xAI, Figma, and Vercel among its customers.
You will be Socket's dedicated Technical Support Engineer for the APAC region, based in Australia. This is a hands-on role where you'll be the primary point of contact for developers and security teams across multiple channels (Zendesk, Slack, Discord). You'll resolve the majority of technical issues independently, working 8am–5pm within your Australian time zone with some overlap with other global time zones.
Key responsibilities include:
- Owning inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently
- Troubleshooting 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
- Escalating to Engineering with complete context: repro steps, scan output, environment details, and your hypothesis
- Explaining scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders
- Building support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues
- Identifying patterns in tickets and flagging recurring issues and undocumented edge cases to Customer Engineering and Product teams
- Maintaining clear, thorough handoffs with the broader team
You'll also be expected to participate in rotational on-call support for weekend and holiday coverage.
Requirements:
- 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 writing or tweaking basic Python or JavaScript scripts
- Solid grasp of developer workflows: understanding CI/CD pipelines, build processes, and dependency management
- Familiarity with security or DevSecOps space is a plus (SCA tools, CVEs, SBOM, supply chain risk)
- Clear, concise written English; most communication is async and in writing
- Habit of documenting solutions for team knowledge sharing
- Experience with Zendesk or similar ticketing tools is a plus
- Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling (GitHub Actions, CircleCI) is a plus
- Must be located in Australia and able to work 8am–5pm Monday through Friday within your time zone
