L2 Support Engineer

Avaloq; Singapore; Hybrid; SGD 45,000 - 75,000; Full time

Job summary

Avaloq in Singapore is seeking a dynamic L2 Support Engineer to be the trusted client contact, drive service delivery, resolve issues rapidly, and meet SLAs. The role operates under a hybrid model with three days in the office.

You will coordinate end-to-end incident management, lead complex problem solving, maintain documentation, and collaborate with internal teams to improve services and client satisfaction.

Responsibilities

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence

Job description

We're looking for a dynamic and empathetic L2 Support Engineer to join our team in Singapore. In this pivotal role, you'll serve as a trusted leader and primary point of contact for our clients, ensuring exceptional service delivery, rapid issue resolution, and consistent achievement of service level agreements. You'll combine your technical expertise with strong interpersonal skills to drive customer satisfaction while managing a collaborative support environment. This position operates under a hybrid work model, requiring three days per week in the office.

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process
• Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities
• Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting
• Support on-call operations and act as manager in charge during critical incidents, providing expert guidance and ensuring 24/7 system availability
• Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization
• Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery
• Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service