Deskripsi Pekerjaan
Are you ready to join a high-growth environment where your technical expertise directly impacts the success of a category-defining product? We are seeking a Senior Product Support Engineer to join our APAC team in Singapore. At our core, we thrive on solving complex technical challenges at scale, providing world-class support, and ensuring our enterprise clients achieve seamless integration and operational excellence.
As a Senior Product Support Engineer, you will act as a bridge between our engineering teams and our enterprise customers. You won't just be troubleshooting; you will be an advocate for the user, a deep-dive technical investigator, and a key contributor to our product's evolution. If you are passionate about debugging complex distributed systems, thrive in high-stakes environments, and enjoy working across global time zones, we want to hear from you.
Tanggung Jawab
- Serve as the primary technical point of contact for complex Tier 3 product issues within the APAC region.
- Collaborate cross-functionally with Engineering, Product, and Customer Success teams to resolve critical incidents.
- Perform deep-dive analysis of system logs, database queries, and codebases to identify and remediate performance bottlenecks.
- Develop and maintain internal knowledge base articles, documentation, and automated troubleshooting scripts.
- Provide technical mentorship and guidance to junior support engineers to elevate team performance.
- Drive the product feedback loop by reporting recurring bugs and feature requests to the Product Management team.
- Manage incident communication for enterprise clients during high-pressure outages or technical escalations.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- 5+ years of experience in technical support, site reliability engineering, or software development.
- Deep understanding of web technologies, REST APIs, and cloud infrastructure (AWS/Azure/GCP).
- Strong proficiency in SQL and experience troubleshooting database-related issues.
- Proven ability to read and debug code in languages such as Python, JavaScript, or Java.
- Exceptional analytical and problem-solving skills with a focus on delivering high-quality client experiences.
- Ability to work autonomously in a fast-paced, high-growth startup environment.