Global Software Support Engineer — APAC Focus

Jobtailor; Singapore; On-site; SGD 60,000 - 120,000; Full time

Job summary

ZEISS is seeking an experienced Software Support Engineer to strengthen the APAC 2nd level team. You will analyze and resolve complex issues in ZEISS software and connected IT environments, interfacing with global teams, product management, and development.

You will maintain knowledge bases, document cases, and provide timely 2nd line support while staying current with software updates and procedures. International travel may be required for critical cases and training.

Qualifications

• Bachelor’s degree or above in a technical field such as CS, SW, Metrology, Engineering or IT.
• Fluent in Chinese and English; overseas study/work experience is a plus.
• Minimum 5 years in software support or metrology applications.
• Hands-on experience with metrology software like ZEISS CALYPSO or similar.
• Strong ability to troubleshoot and resolve complex software issues.
• Experience collaborating with international teams is preferred.
• Excellent customer-focused communication and documentation skills.
• Familiarity with ZEISS ecosystems, digital service platforms, and AI-based tools.

Responsibilities

• Contribute to APAC software support hub structure and strengthen the 2nd level team.
• Analyze, troubleshoot, and resolve complex customer issues in ZEISS software and IT environments.
• Act as interface between 1st, 3rd level support, product mgmt, and development teams.
• Maintain, document, and transfer knowledge through structured case resolution.
• Provide timely 2nd level support for ZEISS software products and environments.
• Investigate, reproduce, and resolve escalated software incidents and customer issues.
• Use remote diagnostic tools to diagnose system issues and document findings.
• Manage incidents with defined escalation and management processes.
• Create and continuously improve support documentation and knowledge base.
• Keep up-to-date with software releases and support procedures.
• Travel domestically and internationally to assist critical cases, projects, or training.
• Perform other related duties as assigned.

Skills

Troubleshooting

Customer orientation

Communication

Root cause analysis

Cross-functional collaboration

Education

Bachelor’s degree or above in Computer Science / Software Engineering / Metrology / Engineering / Information Technology

Tools

ZEISS CALYPSO

ZEISS PiWeb

ZEISS INSPECT

Metrology software

Job description

ZEISS is seeking an experienced Software Support Engineer to strengthen the APAC 2nd level team. You will analyze and resolve complex issues in ZEISS software and connected IT environments, interfacing with global teams, product management, and development.

You will maintain knowledge bases, document cases, and provide timely 2nd line support while staying current with software updates and procedures. International travel may be required for critical cases and training.