Technical Support Engineer

This is a fully remote position, open to applicants in Asia.

📋 Description

• Manage inbound support tickets during APAC hours from initial response to resolution, independently achieving SLA targets.

• Investigate integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by analyzing logs, tracing webhook failures, inspecting JSON payloads, and recreating edge cases.

• When escalation to Engineering is necessary, provide all required information: reproduction steps, scan output, environment specifics, and your best hypothesis.

• Possess a solid understanding of package ecosystems to articulate scan results, manifest files, lockfile behaviors, and identified risks to both developers and security stakeholders.

• Develop support materials such as runbooks, troubleshooting guides, and Zendesk macros for frequently encountered issues.

• Identify trends in tickets and report recurring problems and undocumented edge cases to the Customer Engineering and Product teams.

• Ensure the broader team stays informed with clear and comprehensive handoffs.

⛳️ Requirements

• Minimum of 2 years in technical support, support engineering, or as a TAM at a B2B SaaS company, preferably in an environment with API/integration complexities or a developer-focused product.

• Proficient in using a terminal and comfortable with coding. You should be familiar with reading JSON payloads, parsing stack traces, understanding lockfile functions, and writing or modifying basic Python or JavaScript scripts.

• Strong understanding of developer workflows, including the functions of a CI/CD pipeline, how build processes operate, and the implications of flagged dependencies.

• Some knowledge of the security or DevSecOps domain is advantageous. Familiarity with SCA tools, CVEs, SBOM, and supply chain risks is helpful. While you don't need to be a security expert, a genuine concern for these issues is beneficial.

• Excellent written English skills. As most communication is asynchronous and written, the ability to convey your points clearly is essential.

• A tendency to document solutions. When you resolve an issue, your instinct is to record it so that the next person doesn't have to start from square one.

• Experience with Zendesk or a comparable ticketing system is advantageous, as is familiarity with open source ecosystems (npm, PyPI, Maven) or CI tools like GitHub Actions or CircleCI.

🏝️ Benefits

• Market competitive salary bands

• Meaningful equity program

• Comprehensive health benefits for you and your family

• Flexible time-off, holidays, and winter shutdown for rest and recharge

• Paid parental leave

• Remote-first environment, with quarterly team off-sites