Customer Support Engineer

Arcfra Pte. Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Arcfra Pte. Ltd. in Singapore is seeking a Customer Support Engineer to provide advanced remote and on-site technical support for our enterprise cloud and hyperconverged platform.

This role owns complex technical issues across virtualization, storage, networking, security, backup, and DR, and involves close collaboration with Engineering to reproduce defects and validate fixes. The ideal candidate has 5–8+ years in enterprise tech support with strong Linux, VMware/KVM, and scripting skills, and

Qualifications

• 5+ years in enterprise technical support or incident management.
• Experience with virtualization, private cloud, storage, DR, and networking.
• Strong English communication and cross-functional collaboration.
• Experience supporting enterprise customers under SLAs is highly desirable.
• Scripting or automation experience is a plus.

Responsibilities

• Provide advanced remote and on-site technical support for Arcfra customers across Singapore and region.
• Own complex customer issues from investigation to resolution and closure.
• Diagnose issues across compute, virtualization, storage, networking, security, DR, and hardware integration.
• Manage high-severity incidents, including triage, impact assessment, and escalation.
• Produce detailed RCA reports and customer-facing summaries.

Skills

Customer support

Troubleshooting

Communication

Ownership

Incident management

Education

Bachelor's Degree in CS/IT

Tools

VMware vSphere

KVM

OpenStack

Linux

Python

Ansible

APIs

Job description

Arcfra is a Singapore-headquartered IT innovator that simplifies on-premisesenterprise cloud infrastructure with its full-stack, software-definedplatform. In the cloud and AI era, we help enterprises effortlessly buildrobust on-premises cloud infrastructure from bare metal, offering computing,storage, networking, security, backup, disaster recovery, Kubernetes service,and more in one stack. Our streamlined design supports various workloads liketraditional VM, container and K8S, AI/ML as well as VDI desktops.

We are looking for a highly capable Customer Support Engineer toprovide advanced technical support for customers operating Arcfra’senterprise cloud and hyperconverged infrastructure platform. Thisrole owns complex technical issues across virtualization, distributedstorage, networking, security, backup, disaster recovery, andplatform operations. The successful candidate combines ProfessionalServices delivery capability with deeper troubleshooting expertise,strong incident ownership, and the ability to manage high-priorityproduction issues.

Key Responsibilities

• Provide advanced remote and on-site technical support for Arcfracustomers across Singapore and the wider region.
• Take technical ownership of complex customer issues frominvestigation through resolution, root-cause analysis, andclosure.
• Diagnose issues across compute, virtualization, distributedstorage, networking, security, management plane, backup,replication, disaster recovery, and hardware integration layers.
• Handle high-severity production incidents involving servicedegradation, platform unavailability, data availability,performance, migration, or upgrade failures.
• Perform incident triage, impact assessment, evidence collection,containment, recovery planning, escalation, and customercommunications.
• Analyse logs, alerts, metrics, configuration data, topology,version details, and operational history to isolate fault domainsand identify root causes.
• Work with Engineering and Product teams to reproduce defects,validate fixes, assess product behaviour, and track resolutionprogress.
• Provide guidance on configuration, upgrades, patching, capacityplanning, performance optimisation, security hardening, andoperational best practices.
• Support complex upgrade, expansion, migration, and DR activitiesincluding pre-checks, risk reviews, change planning, validation,and post-change verification.
• Produce detailed case notes, RCA reports, knowledge-base articles,troubleshooting guides, and customer-facing technical summaries.
• Mentor Resident Engineers and contribute to the technicaldevelopment of Professional Services and partner teams.
• Identify recurring product, process, documentation, and usabilityissues and provide actionable feedback internally.

Technical Requirements

Core Platform and Infrastructure Expertise

• Strong hands-on expertise in virtualization, hyperconvergedinfrastructure, private cloud, distributed storage, and enterprisedata-centre operations.
• Deep understanding of KVM, VMware vSphere, OpenStack, HCI, orsimilar enterprise virtualization and cloud infrastructureplatforms.
• Strong Linux troubleshooting capability across logs, services,CPU, memory, file systems, disk and network diagnostics, kernelmessages, and resource contention.
• Proven ability to isolate faults across hosts, hypervisors, virtualmachines, storage, networks, management services, externalintegrations, and hardware components.

Storage, Performance, and Resilience

• Advanced knowledge of replication, striping, consistency, failuredomains, rebuild processes, snapshots, cloning, thin provisioning,and capacity management.
• Strong capability in diagnosing storage performance using IOPS,throughput, latency, queue depth, disk utilisation, workloadpatterns, and network behaviour.
• Experience troubleshooting cluster health, node failures, storageavailability, virtual volumes, capacity anomalies, and performancedegradation.
• Strong understanding of backup, restore, replication, failover,failback, DR testing, and business-continuity processes.
• Experience with synchronous or asynchronous replication, stretchedclusters, active-active architectures, or VM-level DR is highlydesirable.

Networking, Security, and Support Engineering

• Advanced troubleshooting across TCP/IP, VLANs, routing, MTU,bonding/LACP, DNS, firewalls, virtual switching, traffic isolation,and network connectivity.
• Familiarity with RDMA, RoCE, SR-IOV, vGPU, GPU virtualization,multi-path networking, NIC bonding, and high-performance networkconfiguration is highly desirable.
• Understanding of secure access, SSH hardening, encryption intransit and at rest, key management, auditability, trafficmonitoring, and security baseline enforcement.
• Strong technical case-management discipline covering issueclassification, priority assessment, escalation, evidencecollection, customer updates, and resolution tracking.
• Proven ability to prepare complete and actionable escalationpackages for Engineering teams.
• Strong Shell scripting; Python, Ansible, APIs, log analytics,monitoring automation, ITSM, incident management, problemmanagement, and change management experience is preferred.

Experience and Qualifications

• Bachelor’s Degree in Computer Science, Information Technology,Engineering, or a related discipline; equivalent practicalexperience will also be considered.
• 5-8+ years of experience in enterprise technical support,infrastructure engineering, virtualization, private cloud, HCI,storage, cloud platforms, or data-centre operations.
• At least 3 years of hands-on experience resolving complex issues inproduction enterprise environments.
• Demonstrated experience managing critical incidents involvingavailability, performance, storage, networking, virtualization, ordisaster recovery.
• Prior Professional Services, implementation, systems integration,or technical consulting experience is strongly preferred.
• Experience supporting enterprise customers under defined SLAs andincident-management processes is highly desirable.
• VMware VCP/VCAP, RHCE, CCNP, HCIP, cloud infrastructure, or storagecertifications are advantageous.
• Working proficiency in English, including clear customercommunication and professional technical documentation; additionalAsian language capability is advantageous.

Desired Competencies

• Strong ownership mindset and commitment to customer outcomes.
• Excellent analytical and troubleshooting skills with anevidence-based decision-making approach.
• Ability to communicate calmly, clearly, and professionally duringhigh-pressure incidents.
• Ability to explain complex technical risks and remediation optionsto varied stakeholder groups.
• Strong cross-functional collaboration with Engineering, Product,QA, Professional Services, Sales Engineering, and externalpartners.
• Ability to mentor junior engineers and contribute to technicalexcellence and knowledge sharing.
• Willingness to participate in support rotations and respond tocritical customer issues outside standard business hours whenrequired.