Junior Technical Support Engineer Job Singapore,IT/Tech

We're looking for a Junior Technical Support Engineer to join our Technical Support team, based in Singapore.

In this role, you will…

Own the resolution of complex customer technical issues: connector failures, data pipeline breaks, authentication errors, schema mismatches, and integration problems with accuracy, clarity, and pace.
Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings clearly to both non-technical customers and engineering stakeholders.
Serve as a domain expert shaping our AI-driven support experience: reviewing bot responses for technical accuracy, curating knowledge sources, and helping define where AI can handle queries autonomously versus where human judgment is required.
Partner closely with Product, Engineering, and Customer Success to resolve escalated cases and keep the customer experience coherent across handoffs.

Your day-to-day work and responsibilities include…

Diagnosing and resolving technical or experience queries spanning the full product surface, and spotting signals of broader account or product risk to route proactively to CS or Product.
Reviewing AI-generated support responses for genuine problem resolution (not just keyword matching), and feeding that signal back into knowledge base and bot improvements.
Contributing to prompt engineering for technical bot flows: shaping diagnostic questions, refining response templates, and ensuring the bot reflects our real product behavior.
Maintaining clear, well-structured documentation: known issues, technical FAQs, and resolution guides that reduce repeat contact.
Writing well-structured bug reports with clear reproduction steps when escalating to Engineering.
Collaborating with Customer Support Consultants on cases that span commercial and technical ownership.

This position is for you if you have…

1 year experience in technical/customer support, solutions engineering, or technical operations, ideally in a SaaS environment.
A natural instinct to investigate, reproduce, and diagnose, comfortable with ambiguity and rigorous about documenting findings.
Familiarity with data connectivity concepts: APIs, OAuth authentication, data pipelines, or schema structures (you don't need to be an engineer, but you need to be comfortable in that territory).
Genuine curiosity about how AI is reshaping technical support, with a readiness to actively contribute to AI-powered workflows, experience improving bot content, diagnostic flows, or knowledge base accuracy is a strong differentiator.
Strong communication skills: able to translate technical complexity for customers and engineers alike.
A structured, methodical approach to managing multiple open cases with clear prioritization.

Nice to have: familiarity with common data destinations/sources (Google Sheets, Big Query, Looker Studio, Meta Ads, Google Ads); experience with Zendesk or similar ticketing platforms; SQL or basic scripting ability; experience with self-serve support models or help centre management.

Benefits we offer…

Competitive compensation package, including equity
Great work equipment, and home office allowance for those working in our fully remote locations
Health care benefit and leisure time insurance
Annual personal learning budget (for Sales: various external trainings to support your career development)
Sports and wellbeing allowance

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