Ofertas › Socket
Socket · Australia · Remoto
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-b125M 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.