Customer Support Engineer

Addvalue Innovation Pte Ltd; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

Addvalue Innovation Pte Ltd is seeking a Customer Support Engineer in Singapore to deliver technical support, diagnose issues, and ensure seamless product integration and operation. You will act as a liaison between customers and internal teams, handling cases, logs, and diagnostics to resolve problems efficiently.

The role emphasizes strong analytical and communication skills, with a customer-focused mindset and the ability to work both independently and in a team.

Qualifications

• Bachelor's degree or higher in Electrical/Electronics/Telecommunications/Avionics Engineering or related field.
• 1–3 years of experience in technical support, customer support engineering, field application engineering, telecommunications, or related role.
• Experience in customer-facing technical support, troubleshooting, and issue resolution is preferred.
• Fresh graduates with relevant internship or project experience may be considered.
• Customer-oriented with strong analytical and problem-solving skills.
• Good communication, organizational, and documentation skills.

Responsibilities

• Provide technical support and troubleshooting for communication systems and related products.
• Investigate and resolve hardware, software, network, and system-related issues.
• Perform log analysis, diagnostics, and root cause investigations to resolve customer-reported problems.
• Manage customer support cases, escalations, issue tracking, and resolution activities through ticketing systems.
• Support product integration, deployment, commissioning, testing, and customer operational activities.
• Collaborate with cross-functional teams, including Engineering, Product Management, and Operations, to resolve technical issues.
• Prepare and maintain technical documentation, troubleshooting guides, knowledge base articles, and support reports.
• Contribute to product improvements, process enhancements, and initiatives to enhance customer satisfaction.

Skills

Troubleshooting

Customer support

Analytical thinking

Communication

Education

Bachelor's degree in Electrical/Electronics/Telecommunications/Avionics Engineering or related

Tools

Ticketing systems

Diagnostic tools

Job description

About the role

The Customer Support Engineer is responsible for delivering technical support and troubleshooting services for technology products and solutions. The role serves as a key liaison between customers and internal teams, ensuring effective issue resolution and a positive customer experience. The engineer will diagnose technical issues, analyze system data and logs, manage support cases, and support product integration, testing, deployment, and operational activities.

Key responsibilities

• Provide technical support and troubleshooting for communication systems and related products.
• Investigate and resolve hardware, software, network, and system-related issues.
• Perform log analysis, diagnostics, and root cause investigations to resolve customer-reported problems.
• Manage customer support cases, escalations, issue tracking, and resolution activities through ticketing systems.
• Support product integration, deployment, commissioning, testing, and customer operational activities.
• Collaborate with cross-functional teams, including Engineering, Product Management, and Operations, to resolve technical issues.
• Prepare and maintain technical documentation, troubleshooting guides, knowledge base articles, and support reports.
• Contribute to product improvements, process enhancements, and initiatives to enhance customer satisfaction.

About you

• Bachelor's Degree in Electrical, Electronics, Telecommunications, Avionics Engineering, or a related discipline.
• 1-3 years of experience in technical support, customer support engineering, field application engineering, telecommunications, or a related role.
• Experience in customer-facing technical support, troubleshooting, and issue resolution is preferred.
• Fresh graduates with relevant internship or project experience may be considered.
• Customer-oriented with strong analytical and problem-solving skills.
• Good communication, organizational, and documentation skills.
• Self-motivated with the ability to work independently and in a team environment.
• Perform troubleshooting and root cause analysis using logs, diagnostic tools, and system data.
• Manage customer support cases, issue tracking, and incident management using ticketing systems and support tools.
• Interpret technical documentation, specifications, and test reports to support problem resolution and system integration activities.