Support Engineer

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

📋 Description

• Deliver hands-on remote assistance for AV, IT, and software-related issues, ensuring ticket resolutions within established SLAs.

• Support the software and content platform by handling installation, configuration, and troubleshooting on client systems.

• Diagnose hardware, software, control systems, and networks, providing clear documentation when escalation is necessary.

• Address monitoring alerts proactively and follow up to prevent them from escalating into client issues.

• Execute software updates, patches, and configuration modifications in accordance with approved change processes.

• Take over overnight cases from Charlotte at the beginning of the shift and relay status, next steps, and evidence to Amsterdam.

• Record fixes, configurations, and recurring issues in the knowledge base for future reference.

• Maintain clear and professional communication with clients to keep them informed.

• As the Lead Support Engineer, serve as the escalation point for complex incidents during APAC hours.

• Monitor ticket queues, prioritize tasks, and ensure compliance with SLAs.

• Lead discussions with clients during high-impact incidents.

• Identify root causes of recurring issues and enhance support processes and playbooks accordingly.

• Review project handovers from Delivery and identify potential gaps prior to site launches.

• Mentor the Singapore colleague and assist in onboarding new team members.

• Collaborate closely with Development and Delivery teams to enhance processes, documentation, and knowledge sharing.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, service engineering, or AV/IT service delivery.

• Strong understanding of networking concepts, including IP addressing, VLANs, PoE, and device connectivity.

• Proficient in troubleshooting within both Windows and Linux environments.

• Familiarity with tools such as TeamViewer/NinjaOne, resource monitoring, and log analysis.

• Basic knowledge of AV hardware and signal flow.

• Eagerness to expand knowledge in AV technologies.

• Capability to interpret system documentation, as-builts, and network and wiring diagrams.

• Proficiency in troubleshooting with local AV suppliers across APAC.

• Professional-level fluency in English, both spoken and written.

• For the Lead role: At least 5 years of experience, preferably with a focus on leading or coordinating support processes.

• For the Lead role: Familiarity with AV platforms such as Q-SYS, Crestron, Extron, or Dante.

• For the Lead role: Experience with ITIL-based workflows, SLA tracking, and incident management.

• For the Lead role: Background in maintaining high-availability networks and servers.

• For the Lead role: Understanding of application interactions across network, OS, and application layers.

• For the Lead role: Confidence in managing escalated client situations and leading client meetings.

• Strong communication and technical writing abilities.

• Structured approach to problem-solving and disciplined ticket management.

• Ability to work independently while knowing when to escalate issues.

• Curiosity about technology and a knack for root-cause analysis.

• Nice to have: Experience with JIRA, RMM/monitoring tools, and documentation platforms.

• Nice to have: Interest in and knowledge of AI tools.

• Nice to have: Proficiency in Mandarin, Japanese, Korean, or another regional language.

🏝️ Benefits

• Remote, client-focused support role.

• Opportunity for on-the-job development in AV experience.

• Onboarding process alongside the team in Amsterdam.

• Chance to contribute to shaping the support team and regional playbook.

• Opportunity to mentor colleagues and assist with onboarding of new team members.