[All remote jobs](https://jobicy.com/jobs.md)[![Socket logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/1314ce3c-221.png)](https://jobicy.com/company/socket.md)[Socket](https://jobicy.com/company/socket.md) # Technical Support Engineer, APAC Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/socket.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished18 Oct 2026Apply before17 Nov 2026Listing views37Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Socket is hiring a Technical Support Engineer to provide dedicated APAC support for developer and security teams using its software supply-chain security platform. The Australia-based hire will independently manage inbound tickets, troubleshoot GitHub App, CLI, API, webhook, and CI/CD issues, and escalate well-documented cases to Engineering. The role also owns support documentation, runbooks, Zendesk macros, and feedback loops that surface recurring product issues. Candidates need at least two years of B2B SaaS technical support, strong command-line and troubleshooting skills, and familiarity with developer workflows and package ecosystems. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a technically demanding customer-facing role requiring independent diagnosis of integration, API, CI/CD, and dependency-management issues. The sole dedicated APAC support hire must balance SLA ownership, clear escalation packages, documentation, and cross-functional feedback. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$112,000US market range (per year)$95k–$130k0$143k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence and USD market estimate are inferred for a full-time Technical Support Engineer with B2B SaaS, developer tooling, and security-support responsibilities; they are estimates rather than employer-provided compensation. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[API troubleshooting](https://jobicy.com/jobs?search_keywords=API%20troubleshooting.md)[GitHub Apps](https://jobicy.com/jobs?search_keywords=GitHub%20Apps.md)[CLI troubleshooting](https://jobicy.com/jobs?search_keywords=CLI%20troubleshooting.md)[CI/CD](https://jobicy.com/jobs?search_keywords=CICD.md)[Linux system administration](https://jobicy.com/jobs?search_keywords=Linux%20system%20administration.md)[JSON](https://jobicy.com/jobs?search_keywords=JSON.md)[Webhook debugging](https://jobicy.com/jobs?search_keywords=Webhook%20debugging.md)[Python](https://jobicy.com/jobs?search_keywords=Python.md)[JavaScript](https://jobicy.com/jobs?search_keywords=JavaScript.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[DevSecOps](https://jobicy.com/jobs?search_keywords=DevSecOps.md)[Software supply chain security](https://jobicy.com/jobs?search_keywords=Software%20supply%20chain%20security.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md) Sample interview questionsHow would you investigate a customer report that Socket's GitHub App scan is not running on pull requests?I would first confirm the repository and app installation settings, event permissions, and affected pull-request conditions. I would inspect webhook delivery records, relevant logs, payloads, and CI status checks, then reproduce the behavior in a controlled repository where possible. If escalation is needed, I would provide Engineering with timestamps, repository and environment details, payload or scan output, reproduction steps, and a clear hypothesis. How do you explain a flagged dependency to a developer and a security stakeholder with different levels of technical context? I would explain the finding in terms of the affected package, version, dependency path, and practical risk. For the developer, I would focus on remediation options such as upgrading, replacing, or assessing transitive dependencies. For the security stakeholder, I would summarize severity, exposure, policy implications, and the evidence supporting the recommendation. Describe how you would reduce repeated support questions about a common CI/CD integration issue. I would analyze ticket patterns to identify the common trigger, impacted environments, and successful resolutions. I would create a concise troubleshooting guide and runbook with prerequisites, diagnostic commands, expected outputs, and escalation criteria, then build a Zendesk macro for consistent first responses. I would monitor whether the resource reduces ticket volume and update it based on customer feedback. What information should a high-quality escalation from Support to Engineering include? It should include a concise problem statement, customer impact, exact reproduction steps, expected versus actual behavior, timestamps, environment and version details, relevant logs or scan output, sanitized payloads, and troubleshooting already performed. I would also include my hypothesis and the urgency based on SLA, severity, and number of affected customers. How would you manage multiple urgent tickets during APAC support hours while maintaining SLA commitments? I would triage by customer impact, security severity, SLA deadline, and availability of workarounds. I would acknowledge each ticket promptly, set clear expectations, and work independently on the highest-impact issues while using documented runbooks for known cases. For issues requiring handoff, I would provide complete context asynchronously so progress continues across time zones. Opportunity details ## About this role. 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 (just [check out their tweets](https://socket.dev/love) to see for yourself!) Founded by [Feross Aboukhadijeh](https://www.linkedin.com/in/feross/), a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised [$](https://socket.dev/blog/series-b)[125M in funding](https://socket.dev/blog/series-c) 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. * When something needs to go to Engineering, send it with everything they need: 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, * Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience. * Comfortable in a terminal and with code. Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar. * A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged. * Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way. * Clear, concise written English. Most communication here happens async and in writing, so getting your point across cleanly matters. * A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch. * Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI. * 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. Our Interview Process * Informational with a member from our Talent Team * Virtual f2f with the Hiring Manager * Technical Interviews * Presentation phase * Final call with our Founder * References * Decision/Offer Hiring is a big decision on both sides. Read more about our [Hiring Philosophy](https://socket.dev/hiring-philosophy)and how we approach the process at Socket. Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer: * 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 At Socket, we * Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction. * Move with urgency and focus: We prioritize swift, decisive action. * Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions. * Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve. * Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we’re non-territorial regarding our nominal domains. * Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction. Show more [Apply now >](https://jobicy.com/jobs/155669-technical-support-engineer-apac.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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