We are hiring our first Technical Support Engineer in APAC to build and lead our technical support presence in the region. This is a high-impact role for a deeply technical individual (L2/L3) who can independently tackle complex, escalated issues and become the go-to technical resource for our fastest-growing market.
As the foundational hire for APAC, you will:
Own the end-to-end technical support for enterprise and strategic customers in the region.
Debug, reproduce, and resolve advanced issues (APIs, model behavior, latency, fine-tuning, infrastructure).
Bridge the gap between customers, engineering, and product teams to drive regional success.
Shape support processes tailored to APAC’s unique needs (time zones, languages, use cases).
This role reports to the Lead Customer Support and requires autonomy, technical depth, and a proactive mindset to scale support in a high-volume, high-stakes environment.
Location: Singapore-based (hybrid/remote with occasional on-site collaboration).🔧 Deep Technical Troubleshooting (L2/L3):
Investigate and resolve complex, escalated issues (e.g., API failures, model hallucinations, latency spikes, fine-tuning misbehaviors, infrastructure bottlenecks).
Reproduce and debug customer issues, including code-level analysis (Python, API calls, logs).
Own the full lifecycle of critical tickets: triage, root-cause analysis, resolution, and post-mortem.
🚀 APAC Regional Ownership:
Serve as the primary technical contact for APAC customers, including enterprise accounts.
Prioritize and manage high-volume support requests during APAC business hours (SGT, UTC+8).
Advocate for APAC needs in product/engineering discussions (e.g., regional infrastructure, localization).
📚 Knowledge & Scalability:
Create and maintain advanced technical documentation (runbooks, debugging guides, API best practices).
Train and mentor future APAC hires as the team grows.
Automate repetitive tasks (scripts, tools) to improve efficiency.
🤝 Cross-Functional Collaboration:
Work closely with Engineering, Product, and Solutions teams to escalate, track, and resolve deep technical issues.
Translate customer pain points into actionable feedback for roadmaps.
Assist Sales/Pre-Sales with technical deep dives for APAC prospects.
📊 Proactive Improvement:
- Identify recurring issues and drive permanent fixes (e.g., docs, product changes, or tooling)
- Monitor and alert on regional service health (latency, errors, outages).
✅ Required:
Bachelor’s or Master’s in Computer Science, Engineering, or related technical field (or equivalent experience).
5+ years in technical support, DevOps, or SRE roles (SaaS, AI/ML, or cloud platforms preferred).
Hands-on debugging skills: Proficient with APIs, logs, tracing (e.g., OpenTelemetry), and performance profiling.
Coding ability: Comfortable writing Python, Bash, or similar for debugging/automation.
Deep understanding of:
Cloud infrastructure (AWS/GCP/Azure).
Distributed systems (latency, scalability, microservices).
AI/ML concepts (fine-tuning, inference, model limitations).
Experience with support tools: Intercom, Zendesk, Jira, or similar.
Fluent English (written/verbal) with exceptional communication skills for technical audiences.
Self-starter mindset: Ability to work independently in a remote, fast-paced environment.
✨ Nice to Have:
Experience with LLMs, generative AI, or MLOps.
- Familiarity with Kubernetes, Docker, or CI/CD pipelines.
- Additional APAC languages (Mandarin, Japanese, Korean).
HR Screen (30 min)
Hiring Manager Interview (45 min) – Technical + behavioral
Take-Home Assignment (debugging scenario + customer case study)
- Technical Deep Dive (60 min) – Live debugging with Engineering
- Value Talk / Culture Fit (30 min)
