Associate Technical Support Engineer - APAC

📋 Description

• Serve as the primary contact for incoming support requests across email, chat, phone, and
• Triage cases by severity and impact, then troubleshoot and resolve common, known issues in
• Use AI tools to work cases faster by drafting responses, summarizing case histories, and surfacing
• Escalate complex issues to Tier 2 and Tier 3 while staying on the case, keeping context, helping
• Document each case thoroughly so the full picture travels with it: system details, error messages
• Support routine product upgrades, patches, and configuration changes in established customer

🎯 Requirements

• Excellent communication skills: clear, calm, and professional with enterprise customers, able to
• Strong troubleshooting and problem-solving skills, with a methodical, curious approach to driving
• A self-starter mindset, with ownership and genuine motivation for the mission of protecting
• 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent
• Working familiarity with the Linux command line and core networking concepts, or the drive to learn
• Comfort using AI tools day to day, with the judgment to verify their output and the understanding

🎁 Benefits

• Salary: S$ 70,000
• Competitive Equity Package
• Comprehensive Benefits Plan