IT Systems Support Specialist

MANEUVER MARKETING PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in health and wellness is seeking a Systems Engineer to enhance their tech infrastructure. You will support both internal teams and external customers, ensuring seamless operations across e-commerce platforms and IT systems. The ideal candidate will have strong troubleshooting skills and experience with platforms like Shopify and Google Workspace, contributing to a data-driven and innovative environment.

Qualifications

• 3-5 years of experience in Systems/IT Engineering or Support roles.
• Strong troubleshooting skills across hardware, OS, SaaS, network, and platform tools.
• Hands-on experience with e-commerce platforms and SaaS products.

Responsibilities

• Provide first-line support for e-commerce platforms and integrations.
• Manage IT onboarding and offboarding processes.
• Monitor IT security protocols and respond to incidents.

Skills

Troubleshooting

Documentation

Asset Tracking

Tools

Shopify

Google Workspace

Slack

Zendesk

AWS

GCP

Job description

Build, Scale & Operate Leading DTC Brands alongside A-Players

Maneuver Marketing

Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.

In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$100M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.

These results caught the attention of The Financial Times, as they ranked us among APACs top High-Growth Companies. We have also been awarded 2nd place on the E50 Awards, jointly organised by The Business Times and KPMG in Singapore.

This is just the beginning of our journey, and you could be part of the next stage of our growth!

Your Next Role

We are looking for a skilled Systems Engineer to join our dynamic Tech team. This role bridges both the physical and digital domains of our tech infrastructure — from provisioning and maintaining hardware (laptops, peripherals, devices) to ensuring smooth performance across critical (SaaS) software platforms, including cloud-based tools and our e-commerce ecosystem (e.g. Shopify).

You will be responsible for executing the end-to-end lifecycle of IT systems — including onboarding/offboarding, security, integrations, and escalations — with a focus on seamless continuity and operational resilience.

This position supports a diverse customer base: internally, you’ll be the go-to technical support for the Maneuver team, ensuring productivity through reliable tools and systems; externally, you’ll troubleshoot and resolve e-commerce platform issues that directly impact our customers’ online experience.

What You’ll Do

E-commerce Platform & Integration Support

• Provide first-line support and escalate issues related to our e-commerce stack (e.g. Shopify, Pixels, Order Management systems).
• Address errors in checkout, promotion handling, and third-party app integrations to safeguard customer experience and conversion.

Technical Escalation, Incident Response & Internal Systems Support

• Serve as the escalation point for Tier 1 to Tier 3 technical issues across systems, devices, and applications — identifying root causes, documenting fixes, and preventing recurrence.
• Respond to incidents, coordinate timely fixes, and follow up with root cause analysis.
• Help spot recurring problems and work with the team to prevent them from happening again.

Security Monitoring & Access Control

• Administer IT security protocols including role-based permissions, MFA, endpoint protection, and incident response.
• Proactively monitor for vulnerabilities and coordinate resolutions with relevant teams.

Cross-Platform Systems Integration

• Lead or contribute to IT projects involving the setup, testing, or optimization of integrations between systems — such as CRM platforms, order management tools, or internal dashboards.

Business Continuity & Outage Management

• Proactively investigate, log, and resolve service interruptions affecting team productivity or customer experience — including office infrastructure issues such as Wi-Fi connectivity, network hardware, or VPN disruptions.
• Provide RCA documentation and propose infrastructure improvements to prevent future outages and ensure operational continuity.

End-to-End User & Asset Lifecycle Management

• Manage all aspects of IT onboarding and offboarding — including account creation, hardware provisioning, software access, and revocation
• Maintain and monitor an accurate inventory of laptops, peripherals, and other IT assets.
• Conduct regular audits, recommend upgrades, and ensure devices are operational, secure, and aligned with user needs.

SaaS Administration, Vendor Management & Cost Optimization

• Administer and support SaaS platforms (e.g. Google Workspace, Slack, Zendesk) including user setup, troubleshooting, and compliance.
• Coordinate with vendors for licenses, renewals, and contracts. Track usage and billing to identify optimization opportunities.

Documentation & Knowledge Management

• Maintain internal knowledge bases, SOPs, asset logs, and troubleshooting guides to support consistency, scale, and team enablement.

Continuous Improvement & Innovation

• Stay current with IT trends and evaluate emerging tools that could enhance productivity, security, or cost-efficiency. Propose and pilot automation, scripting, or monitoring improvements where applicable.

How You'll Succeed

Maneuver is an OKRs, KPIs & data-driven company. While we embrace creativity, we are more data-driven than intuition-based. Your success will be evaluated based on a number of metrics.

• Support SLA compliance is consistently met, with fast response times for both internal users and escalated customer-facing issues — especially during high-volume periods.
• Shopify and third-party integrations are running smoothly, with discount codes, promos, and order flows configured and synced without errors or data mismatches.
• 80 %+ first-time resolution rate for internal and external support issues, backed by clear documentation and escalations handled proactively.
• All core hardware and devices are accurately tracked and categorized by lifecycle stage, with aging assets flagged for replacement using warranty or leasing data.
• A clear IT onboarding/offboarding process is implemented and executed without gaps — including account provisioning, permissions, and hardware readiness.
• SaaS platforms (Google Workspace, Slack, Shopify, etc.) have defined access levels, license tracking, and usage optimization measures in place.
• At least one automation or documentation improvement (e.g., access request workflow, helpdesk SOPs, promo configuration checklist) has been completed to reduce manual work or recurring issues.
• Critical infrastructure (office network, VPN, DNS, Shopify backend) maintains 99%+ uptime, with contingency plans and monitoring systems in place.

What You'll Bring

• 3–5 years of relevant experience in Systems/IT Engineering or Support roles
• Strong troubleshooting skills across hardware, OS, SaaS, network, and platform tools
• Hands-on experience with:
  Shopify or e-commerce platforms (preferred)
  SaaS products (Google Workspace, Slack, Zendesk, etc.)
  DNS, SSL, Cloud (AWS/GCP), and firewall basics
• Familiarity with user access, account security, and role-based permissions
• Detail-oriented with great documentation and asset tracking habits