Regional Product Support Associate - Engineering Team

SHOPEE SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading e-commerce platform in Singapore is seeking a motivated Product Support Engineer to manage system inquiries and ensure operational stability. You will collaborate with cross-functional teams to troubleshoot issues and drive process improvements. Ideal candidates have a Bachelor's degree in a relevant field, strong analytical skills, and a passion for IT systems. This role may require working weekends and holidays, with flexible off-in-lieu arrangements.

Qualifications

• Education in Computer Science, Engineering, or related fields is an advantage.
• Experience in a similar role preferred.
• Strong self-learning ability to understand new technologies.

Responsibilities

• Respond to system queries and perform troubleshooting.
• Conduct root cause analysis to identify and resolve issues.
• Collaborate with Product Managers and Software Developers.

Skills

Troubleshooting

Problem-solving

Analytical skills

Communication

Stakeholder management

Education

Bachelor’s degree in a relevant field

Tools

BI tools (e.g., Tableau, Power BI)

Scripting languages (e.g., Python, Shell, SQL)

Job description

The Engineering and Technology team is at the core of the Shopee platform development. The team is made up of a group of passionate engineers from all over the world, striving to build the best systems with the most suitable technologies. Our engineers do not merely solve problems at hand; We build foundations for a long-lasting future. We don't limit ourselves on what we can or can't do; we take matters into our own hands even if it means drilling down to the bottom layer of the computing platform. Shopee's hyper-growing business scale has transformed most "innocent" problems into huge technical challenges, and there is no better place to experience it first-hand if you love technologies as much as we do.

About the Team:

Shopee Regional Product Support (Reg PS) Team plays a critical role in Shopee’s product operations. Acting as the bridge between Product, Engineering, Operations, and Customer Service teams, the PS team ensures the stability of Shopee’s services and delivers a seamless user experience across all markets—around the clock.

Beyond issue handling, the team is also responsible for defining and refining standardised operational processes that uphold the quality and reliability of Shopee’s products. With a strong focus on cross-team collaboration, issue resolution, and process optimisation, the PS team is a key force behind the scalable, resilient operation of Shopee’s ecosystem.

Since 2025, the team has placed greater emphasis on data refinement and analysis on top of standardised workflows. By introducing automation and exploring AI-driven applications, the PS team actively drives improvements in operational efficiency—both for local product teams and regional operations—enabling faster insights, better decision-making, and more proactive issue prevention.

Job Description:

• Respond to system queries, perform troubleshooting, and conduct root cause analysis to identify and resolve reported issues.
• Efficiently resolve or escalate problems, ensuring timely updates and clear communication with stakeholders.
• Assess reported issues and determine appropriate priority and urgency for resolution.
• Collaborate closely with key stakeholders including Product Managers, Software Developers, QA Engineers, and the Operations team.
• Learn the operations and inner workings of our products from the ground up.
• Evaluate recurring issues and generate system stability reports for internal teams.
• Identify opportunities to automate operational workflows and standardise manual processes.
• Support continuous improvement initiatives and cross-team projects.

Requirements:

• Bachelor’s degree in a relevant field. A background in Computer Science, Engineering, or related disciplines is an advantage.
• Prior experience in a similar role is preferred, but we welcome applicants with strong troubleshooting and problem-solving capabilities.
• Strong analytical skills with the ability to understand system behavior and develop action plans independently.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple tasks with minimal supervision and adapt to a fast-paced environment.
• Demonstrated self-learning ability with curiosity to understand new systems, technologies, or tools.
• Familiarity or strong interest in IT systems and/or e-commerce platform functionalities.
• A strong sense of ownership and accountability for outcomes.
• Willingness to work on weekends, public holidays, and campaign days when scheduled (off-in-lieu provided)

Preferred Qualifications (Nice to have, but not mandatory)

• Experience working with multiple stakeholders across different functions or regions.
• Hands-on experience in data analysis, including using BI tools (e.g., Tableau, Power BI)
• Ability to write basic scripts or code (e.g., Python, Shell, SQL) for automation or data extraction.
• Previous exposure to product support, technical account management, or customer-facing technical roles.