APAC Technical Support Specialist — First Hire

Hupo; Singapore; Remote; SGD 52.000 - 76.000; Vollzeit

Zusammenfassung

Hupo is seeking a Technical Customer Support Specialist to own the customer support experience from ticket receipt to resolution and client confirmation. You will be the main contact for incoming requests and coordinate with our Support Engineer plus Engineering and Product when needed.

As the first dedicated support hire, you’ll help design processes, build a knowledge base and a self-serve help center, and shape how we scale support.

Qualifikationen

• 2–4 years of experience in B2B SaaS customer support.
• Experience with SSO/SAML and user provisioning.
• Strong written communication and incident-notification skills.
• Ability to gather troubleshooting information for engineering.
• Proficiency with Jira and ticketing systems.
• Willingness to engage with client IT teams and join calls.

Aufgaben

• Own incoming support requests and respond within the agreed SLA.
• Assist with access, configuration, and platform questions for enterprise clients.
• Log, triage and escalate issues to Engineering and Product with clear details.
• Build and maintain a knowledge base and self-serve help center.
• Provide regular status updates and incident communications to clients.
• Collaborate with Support Engineer on deeper investigations.

Kenntnisse

Customer support

SLA management

Jira proficiency

Clear communication

Ownership

Client engagement

Tools

Jira

Jobbeschreibung

Hupo is seeking a Technical Customer Support Specialist to own the customer support experience from ticket receipt to resolution and client confirmation. You will be the main contact for incoming requests and coordinate with our Support Engineer plus Engineering and Product when needed.

As the first dedicated support hire, you’ll help design processes, build a knowledge base and a self-serve help center, and shape how we scale support.