Application Reliability Engineer

IDEMIA Public Security; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading security technology firm in Singapore seeks a dedicated professional to ensure application performance and resolve customer support issues. The role involves analyzing escalated tickets, documenting problems, and providing solutions while maintaining IT infrastructure. The ideal candidate will work closely with technical teams to achieve the best service quality, ensuring timely resolution of issues and coaching customer success engineers. This position requires strong analytical skills and experience in customer support.

Responsibilities

• Analyze and resolve escalated support tickets within SLA.
• Document customer problems and guide them to appropriate teams.
• Provide input on product and configuration functionalities.
• Design corrective action plans for timely issue resolution.
• Communicate ticket resolution progress to customers.
• Maintain updated support documentation.
• Perform on-site IT administration and maintenance tasks.

Job description

A leading security technology firm in Singapore seeks a dedicated professional to ensure application performance and resolve customer support issues. The role involves analyzing escalated tickets, documenting problems, and providing solutions while maintaining IT infrastructure. The ideal candidate will work closely with technical teams to achieve the best service quality, ensuring timely resolution of issues and coaching customer success engineers. This position requires strong analytical skills and experience in customer support.