Technical Support Engineer, Enterprise

Singapore, SingaporeHybrid

Responsibilities

Bridge the gap between customers, engineering, and product teams to drive regional success.
Shape support processes tailored to APAC’s unique needs (time zones, languages, use cases).
Own the full lifecycle of critical tickets: triage, root-cause analysis, resolution, and post-mortem. 🚀 APAC Regional Ownership: Serve as the primary technical contact for APAC customers, including enterprise accounts.
Prioritize and manage high-volume support requests during APAC business hours (SGT, UTC+8).
Advocate for APAC needs in product/engineering discussions (e.g., regional infrastructure, localization). 📚 Knowledge & Scalability: Create and maintain advanced technical documentation (runbooks, debugging guides, API best practices).
Train and mentor future APAC hires as the team grows.
Automate repetitive tasks (scripts, tools) to improve efficiency. 🤝 Cross-Functional Collaboration: Work closely with Engineering, Product, and Solutions teams to escalate, track, and resolve deep technical issues.
Assist Sales/Pre-Sales with technical deep dives for APAC prospects. 📊 Proactive Improvement: Identify recurring issues and drive permanent fixes (e.g., docs, product changes, or tooling) Monitor and alert on regional service health (latency, errors, outages).

Reproduce and debug customer issues, including code-level analysis (Python, API calls, logs).
Who you are ✅ Required: Bachelor’s or Master’s in Computer Science, Engineering, or related technical field (or equivalent experience). 5+ years in technical support, DevOps, or SRE roles (SaaS, AI/ML, or cloud platforms preferred).
Hands-on debugging skills: Proficient with APIs, logs, tracing (e.g., OpenTelemetry), and performance profiling.
Coding ability: Comfortable writing Python, Bash, or similar for debugging/automation.
Deep understanding of: Cloud infrastructure (AWS/GCP/Azure).
AI/ML concepts (fine-tuning, inference, model limitations).
Experience with support tools: Intercom, Zendesk, Jira, or similar.
Self-starter mindset: Ability to work independently in a remote, fast-paced environment. ✨ Nice to Have:
Experience with LLMs, generative AI, or MLOps.