Technical Support Engineer, Enterprise

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.

🔧 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).