Associate Tech Support Engineer - AI & Security

SGInnovate

Singapore

On-site

SGD 24,000 - 42,000

Full time

5 days ago

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Job summary

CloudsineAI, supported by SGInnovate, seeks an Associate Technical Support Engineer for its Customer Success team in Singapore. You will triage queries, perform product fine tuning, run hands-on diagnostics, and deliver rapid, confident resolutions.

You’ll use AI tools like Claude and Cursor for testing, reports, and issue verification. You will handle onboarding/offboarding activities, maintain runbooks, and collaborate with engineers on fixes, while contributing to security operations and

Qualifications

Technical customer support experience
Ability to diagnose and resolve product issues
Experience with onboarding/offboarding and account administration
Strong written and verbal communication
Willingness to participate in 24x7 on-call rotation
Comfort with maintaining internal runbooks and FAQs
Familiarity with AI tools is a plus
Awareness of security best practices

Responsibilities

Own incoming customer support tickets end to end, triage by severity, respond within SLAs, resolve or escalate.
Participate in the 24x7 on-call rotation.
Respond and visit customer sites in Singapore within 2-4 hours when on call.
Investigate and fine‑tune issues to reduce false positives over time.
Maintain and improve internal support documentation and runbooks.
Work with engineering on recurring issues needing product fixes with clear reproduction steps.
Support customer onboarding activities.