Technical Support Engineer - APAC

Managing incoming requests and inquiries from customers which includes analyzing, prioritizing, and troubleshooting technical inquiries

Taking ownership of customer issues reported, see problems through to resolution

Providing prompt and accurate feedback to customers

Escalate complex technical issues to the appropriate teams while ensuring clear and timely communication with clients

Provide exceptional technical support to our B2B clients via various channels, including email, phone, chat, and remote desktop assistance.

Gather and provide feedback to the product development team based on client insights and recurring technical issues.

Stay up-to-date with product updates and industry trends to enhance your technical expertise and contribute to improving our support processes.

Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist clients and the internal team.

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

3+ years' experience in a technical support or customer support role, preferably in a B2B SaaS environment working with a technical product

Strong problem-solving skills and the ability to think analytically.

Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to technical and non-technical users.

Familiarity with SaaS and cloud-based technologies including integrations, web-hooks, configuration and troubleshooting.

Knowledge of ticketing systems and customer relationship management (CRM) tools.

Self-motivated, adaptable, and a strong team player.

Technical knowledge in Terraform, APIs, and liquid markup syntax.

Experience in using/administering: On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc. Monitoring solutions such as: Datadog, New Relic, SumoLogic etc. Troubleshooting/reading through logs to determine the cause of the issue. Git/Github Statuspage Scripting experience (JSON/XML/Python etc.)

On-call solutions such as: PagerDuty/VictorOps/OpsGenie etc.

Monitoring solutions such as: Datadog, New Relic, SumoLogic etc.

Troubleshooting/reading through logs to determine the cause of the issue.

Git/Github

Statuspage

Scripting experience (JSON/XML/Python etc.)

Competitive compensation and early equity in a fast-growing, venture-backed company.

Comprehensive benefits.

3 weeks of vacation, plus unlimited sick and mental health days, and a company-wide end-of-year shutdown to recharge.

Stipend for home office setup.

Unlimited token usage and access to AI tools.

A fast-moving, high-impact environment where your leadership and ideas directly shape the future of the company.