Technical Support Analyst

We are looking for a Technical Support Analyst to join our Singapore team as our second analyst in the region, strengthening our APAC presence and ensuring our customers across the Asia-Pacific time zone receive fast, expert, and genuinely helpful support.

This is an L1 role: you will be the first point of contact for our customers, handling inbound support requests across our product suite, triaging and resolving issues where you can, and escalating thoughtfully where you cannot. You will work closely with our L2 team and with Customer Success to ensure no customer is left waiting and no issue falls through the gap.

We are a fintech company on a mission to fight financial crime. Our platform uses AI, machine learning, and big data to help compliance teams at over 1,300 customers across 75+ countries work faster and more accurately. The problems our customers bring to support are real, operational, and often time-sensitive — and how quickly and how well we respond has a direct impact on their day-to-day operations. Support is not a back-office function: it is a critical touchpoint that connects our customers to our Data, Research, Business Information, Product, and Engineering teams. Speed of response and quality of resolution are both non-negotiable.

You are fluent in both English and Mandarin, which will allow you to support our growing base of Mandarin-speaking customers directly and without friction.

• Serve as the first point of contact for inbound support requests from ComplyAdvantage customers across the APAC region, primarily via our ticketing platform (Pylon) and email.
• Triage all incoming tickets accurately and promptly: assess the nature of each request, categorise it correctly, and either take ownership and respond directly, or route to the relevant internal team — Data, Research, Business Information, Customer Success, Implementation, Product, Engineering, or L2 — with clear context and correct prioritisation.
• Resolve L1 issues independently to a high standard, with a strong first-contact resolution rate as a personal benchmark.
• When escalating or routing, provide thorough handover notes so that the receiving team has everything they need and the customer never has to repeat themselves.
• Keep customers informed at every stage — proactive updates, not radio silence. If something is taking longer than expected, the customer should hear from you before they chase.
• Follow up on resolved tickets to confirm the customer is satisfied and the issue has not recurred.
• Take personal ownership of your performance against key metrics: First Response Time, Response Time, Resolution Time, and CSAT scores. These are not just team targets — they reflect the quality of your individual work and are reviewed regularly.
• Flag proactively when your queue is at risk of breaching SLAs, rather than waiting for a breach to happen.
• Support Mandarin-speaking customers directly in their preferred language, providing the same quality of service as English-language interactions.

• Develop and maintain a deep, working knowledge of the ComplyAdvantage product suite, including how customers use the platform to manage compliance and financial crime risk.
• Proactively identify opportunities to educate customers on product features, best practices, and self-serve resources that will reduce future friction.
• Contribute to and maintain the team knowledge base: when you resolve an issue that is not yet documented, write it up. A well-maintained KB reduces repeat tickets for everyone.
• Stay current with product updates, new features, and known issues so that your support is always accurate and up to date.

• Take ownership of the quality of your own work: re-read your responses before sending, check that the solution actually addresses the customer’s problem, and never send a holding response when a substantive one is possible.
• Participate actively in team QA processes: review flagged tickets with an open mind, apply feedback, and share learnings with colleagues.
• Identify recurring issues or patterns in your ticket queue and surface them to the Senior Manager and the L2 team — support insight should drive product and process improvement.
• Contribute to the continuous improvement of L1 playbooks, response templates, and escalation procedures.
• Engage with AI tools and workflow automation as they are introduced — look for ways to work smarter and handle volume without sacrificing quality.

Our customers are highly regulated financial institutions. The data we handle is sensitive, and the consequences of a data breach — for our customers and for ComplyAdvantage — are serious. Information security is not a background consideration; it is a core part of how this role is performed.

• Handle all customer data, including PII, with the highest level of care. Never share, expose, or transmit customer data outside of approved channels and processes.
• Follow ComplyAdvantage data handling policies and information security best practices at all times — in ticket responses, in internal communications, and in how you use and store information.
• Apply meticulous attention to detail when drafting responses: check that you are replying to the right customer, referencing the right account, and sharing only information the recipient is authorised to receive.
• Escalate any suspected data breach, accidental disclosure, or security concern immediately and without hesitation — speed of reporting matters.
• Complete all mandatory information security training and stay current with policy updates as they are issued.

• Work closely with the L2 team, and collaborate regularly with Data, Research, Business Information, Customer Success, Implementation, Product, and Engineering teams to ensure smooth escalation, resolution, and feedback loops.
• Collaborate with the Customer Success team to flag at-risk customers, recurring pain points, and opportunities to improve the customer experience.
• Share customer feedback and product issues with Product and Engineering teams through the appropriate channels, with enough context to be actionable.
• Coordinate with the Singapore office and the wider APAC team to ensure coverage continuity and consistent service quality across the region.

• 1–3 years of experience in a customer-facing technical support or helpdesk role, ideally in a B2B SaaS environment.
• Fluent in English and Mandarin — written and spoken — to a professional standard. This is a firm requirement for this role.
• Experience using a ticketing or case management platform (Zendesk, Freshdesk, Intercom, or similar; Pylon experience not required).
• Comfortable working with technical concepts: REST APIs, database queries, and web-based platforms. You do not need to be an engineer, but you should be able to follow technical documentation and understand what a customer is describing when they reference an API error or a data discrepancy.
• Familiarity with tools such as Jira, Confluence, and GitLab is a plus.
• Experience in or exposure to the compliance, fintech, or financial services sector is an advantage but not required.

• Meticulous attention to detail — you notice when something does not look right, and you do not send a response you are not confident in.
• Strong written communication skills in both English and Mandarin: clear, professional, empathetic, and concise.
• Genuinely customer-focused: you find it satisfying to solve someone’s problem well, and you find it uncomfortable when a customer is left waiting or under-served.
• A proactive communicator — you update customers before they chase, flag issues before they escalate, and share knowledge rather than hoarding it.
• Calm and effective under pressure: able to manage a busy queue, prioritise competing demands, and stay composed when customers are frustrated.
• Collaborative and low-ego: you ask for help when you need it, and you share what you know with the team.
• Curious about technology and keen to develop your product knowledge over time.
• Comfortable working in a distributed team across time zones, with colleagues in London, Lisbon, Cluj, and New York.
  

• Equity, as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keep us performing at our best
• Access to our Employee Assistance Programme to support you and your family’s well-being
• Medical Insurance, including enhanced Dental and Vision support
• Annual learning budget to drive your performance and career development
• Budget to set up your home office upon joining