🛠 Tech Stack

💼 About This Role

You'll be Socket's first dedicated support hire in APAC, troubleshooting developer-facing products and building resources to scale support. Your work will directly shape how Socket handles issues via Zendesk, Slack, and Discord, with a focus on reducing repeat questions through docs and runbooks.

🎯 What You'll Do

• Own inbound support tickets during APAC hours from first response through resolution.
• Dig into integration issues across GitHub App, CLI, API, and CI/CD pipeline checks.
• Escalate issues to Engineering with repro steps, scan output, and environment details.
• Build support resources including runbooks, troubleshooting guides, and Zendesk macros.
• Spot patterns in tickets and flag recurring issues to Customer Engineering and Product teams.

📋 Requirements

• 2+ years in technical support or support engineering at a B2B SaaS company.
• Comfortable in a terminal with code; able to parse JSON, stack traces, and write basic Python/JS.
• Solid grasp of developer workflows including CI/CD pipelines and build processes.
• Clear, concise written English for async communication.

✨ Nice to Have

• Familiarity with security/DevSecOps space (SCA, CVEs, SBOM).
• Experience with Zendesk or similar ticketing tools.
• Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling (GitHub Actions, CircleCI).

🎁 Benefits & Perks

• 💰 Market competitive salary bands
• 📈 Meaningful equity program
• 🏥 Comprehensive health benefits for you and your family
• 🏖️ Flexible time-off, holidays, and winter shutdown
• 👶 Paid parental leave

📨 Hiring Process

Estimated timeline: 3-5 weeks

1. 1Informational with Talent Team· 30 min
2. 2Virtual f2f with Hiring Manager· 45 min
3. 3Technical Interviews· 60 min
4. 4Presentation phase· 60 min
5. 5Final call with Founder· 30 min