APAC Technical Support Engineer — Remote

Shield Financial Compliance; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Shield Financial Compliance is seeking an experienced Technical Support Engineer to serve APAC customers, providing expert troubleshooting across applications and infrastructure. You’ll collaborate with Dev, Product, and Operations to resolve complex issues and ensure Shield runs reliably in production.

In this role you’ll monitor environments with Prometheus and Grafana, handle L1/L2 support, and act as a regional escalation point in a fast‑paced, customer‑facing SaaS environment.

Qualifications

• 2–4 years of experience in Technical Support (L1/L2) or DevOps/SRE.
• Customer-facing technical support in SaaS or enterprise environments.
• Strong knowledge of Kubernetes, AWS, Linux/Windows.
• Expert-level troubleshooting and root cause analysis skills.
• Experience with observability/monitoring tools like Prometheus and Grafana.
• Ability to work APAC hours and travel for onboarding.

Responsibilities

• Provide expert technical support for Shield deployments across APAC time zones as part of the global support team.
• Troubleshoot application- and infrastructure-related issues and support integrations.
• Monitor customer environments using Prometheus, Grafana, and other tools.
• Document interactions, solutions, and patterns in the ticketing system and knowledge base.
• Collaborate with DEV, Product, and Operations to resolve issues and improve reliability.
• Serve as the regional technical escalation point for complex incidents.
• Respond to customer requests via ticketing system in a timely, professional manner.

Skills

Kubernetes

AWS

Linux/Windows admin

Observability tools

APIs & data pipelines

Root cause analysis

Communication skills

APAC hours

Tools

Zendesk

Jira

Confluence

OpenSearch

Job description

Shield Financial Compliance is seeking an experienced Technical Support Engineer to serve APAC customers, providing expert troubleshooting across applications and infrastructure. You’ll collaborate with Dev, Product, and Operations to resolve complex issues and ensure Shield runs reliably in production.

In this role you’ll monitor environments with Prometheus and Grafana, handle L1/L2 support, and act as a regional escalation point in a fast‑paced, customer‑facing SaaS environment.