Technical Support Engineer

🕒 May 16

🇦🇺 Australia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SOCKET

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

📡 Telecommunications

Telecommunications

SOCKET is a telecommunications company offering internet, phone, and television services to both residential and business customers. For residential customers, SOCKET provides straightforward service bundles with flat-rate pricing and local support, ensuring simplicity and ease with a single bill covering all services. For businesses, SOCKET offers a range of solutions from basic internet and phone services to advanced offerings like Hosted PBX and Dedicated Services, tailor-fit to meet different size and budget requirements. With a focus on transparent billing and no hidden fees, SOCKET distinguishes itself by providing reliable telecommunications solutions that cater to a diverse clientele.

📋 Description

• Own inbound support tickets during APAC hours from first response through resolution while meeting SLA targets • Troubleshoot integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks • Read logs, trace webhook failures, inspect JSON payloads, and reproduce edge cases • Escalate engineering issues with reproduction steps, scan output, environment details, and hypotheses • Explain scan results, manifest files, lockfile behaviors, and flagged risks to developers and security stakeholders • Create runbooks, troubleshooting guides, and Zendesk macros • Identify recurring ticket patterns and undocumented edge cases for Customer Engineering and Product teams • Provide clear, thorough handoffs to the broader team • Join video calls with enterprise customers when needed • Help shape Socket's support processes and product roadmap through observed patterns

🎯 Requirements

• Must be located in Australia • 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, including reading JSON payloads, parsing stack traces, understanding lockfiles, and writing or tweaking basic Python or JavaScript scripts • Solid grasp of developer workflows, CI/CD pipelines, build processes, and dependency flagging • Familiarity with security or DevSecOps concepts such as SCA tools, CVEs, SBOMs, and supply chain risk is a plus • Clear, concise written English • Experience documenting solutions • Experience with Zendesk or a similar ticketing tool is a plus • Exposure to open source ecosystems such as npm, PyPI, or Maven, or CI tooling such as GitHub Actions or CircleCI is a plus • Ability to work 8am–5pm within your time zone in Australia, Monday through Friday • Availability for rotational on-call support for weekend/holiday rotation

🏖️ Benefits

• 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 work arrangement • Quarterly team off-sites