Technical Support Engineer – APAC

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

📋 Description

• Deliver expert technical assistance for Shield deployments across APAC time zones as part of the global support team.

• Diagnose application-impacting issues across both application and infrastructure dimensions.

• Assist customers with integration challenges and troubleshoot data flows between Shield and external systems.

• Proactively monitor customer environments utilizing Prometheus, Grafana, and other observability tools to pinpoint potential issues.

• Deconstruct complex technical problems and escalate them clearly to R&D with supporting data, logs, and analysis.

• Record customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.

• Collaborate with DEV, Product, and Operations teams to address customer issues and enhance platform reliability.

• Serve as the regional technical escalation point for intricate incidents and infrastructure problems.

• Address customer technical support inquiries via the ticketing system promptly and professionally.

⛳️ Requirements

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – REQUIRED.

• Experience in customer-facing technical support within SaaS or enterprise environments.

• Strong expertise in Kubernetes from both troubleshooting and operational perspectives.

• Practical experience with cloud infrastructure (AWS) and cloud-native technologies.

• Comprehensive understanding of Linux/Windows operating systems and system administration.

• Exceptional troubleshooting and root cause analysis abilities for complex application and infrastructure issues.

• Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).

• Profound understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).

• Excellent troubleshooting, analytical, and problem-solving capabilities.

• Outstanding written and verbal communication skills in English, with the ability to clearly articulate technical concepts.

• Capability to multitask, prioritize effectively, and work both independently and collaboratively in a team.

• Flexibility to work across APAC time zones to support regional customers.

• Willingness and availability for travel during initial onboarding and training, with occasional business trips thereafter.

• Experience with AI Tools (such as Cursor, Claude Code) is a plus.

• Knowledge of OpenSearch operations and troubleshooting is a plus.

• Familiarity with APAC compliance requirements and their technical implications is a plus.

• Experience with Zendesk, Jira, and Confluence for documentation and incident management is a plus.

🏝️ Benefits

• Willingness and availability for travel during initial onboarding and training, with occasional business trips thereafter.