Associate Technical Support Engineer

SGInnovate; Singapore; On-site; SGD 24,000 - 42,000; Full time

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.

Skills

Troubleshooting

Customer support

On-call support

Documentation

Product administration

On-site responsibilities

AI tooling knowledge

Security awareness

Tools

Claude

Cursor

Job description

This role is posted on behalf of CloudsineAI, a startup supported by SGInnovate.

Background

As an Associate Technical Support engineer on our Customer Success team, you'll own the front line: triaging incoming queries, perform product fine tuning, running hands‑on technical diagnostics, and turning customer‑reported issues into fast, confident resolutions. This isn't a legacy support role. We've built it around modern tooling — you'll work daily with AI tools like Claude and Cursor to write test scripts, generate reports, and verify issues in a fraction of the time it used to take. You'll spend real time in the trenches of technical problem‑solving, not just following a script. You'll also get hands‑on exposure to day‑to‑day security operations, helping keep our infrastructure locked down and giving you a genuine foothold into cybersecurity. Senior engineers and cybersecurity experts will train you directly — this is a role designed to grow you fast, not just keep you busy. If you love solving problems, want to work at the intersection of AI tooling and real infrastructure, and are curious about security, this is where you start.

What the work actually looks like

Day to day work:

• Assist in fine‑tuning of the product to deliver exceptional customer experience.
• Troubleshooting product issues, diagnosing underlying causes across multiple products and communicate findings to the relevant technical team.
• Assist in product administration, such as onboarding, offboarding and general account administrative duties in our products.
• Provide professional response to customer questions, from general inquiries to basic technical issues, and escalating anything beyond L1 scope to the right team.
• Keeping our documentation up to date, capturing best practices, resolved issues, and tips that help the whole team work smarter.

Responsibilities

• Own the incoming customer support tickets end to end: triage against the severity matrix, respond within SLA, investigate, resolve or escape, and close the loop with the customer.
• Participate in the 24x7 on‑call rotation.
• Respond and go to customer site (within Singapore) within 2-4 hours while on call.
• Perform investigation and fine‑tuning as a core recurring duty, reducing false positive volume for customers over time.
• Maintain and improve internal support documentation (scenario runbooks, FAQ) as new cases are resolved.
• Work with the engineering team on recurring issues that need product‑level fixes, providing well‑documented reproduction steps and customer impact context.
• Support customer onboarding activities