Senior Tech Support Engineer, Tier 3 – B2B SaaS

Gong; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company in Singapore is seeking a Technical Support Engineer - Tier 3 to enhance productivity and drive revenue growth. The ideal candidate will have extensive experience in B2B technical support, proficiency in Salesforce, and strong problem-solving skills. This role requires collaboration with various teams to troubleshoot issues and improve customer satisfaction. Join us to contribute to a culture of diversity and inclusion.

Qualifications

• 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
• Proficient in escalation/incident management and adhering to SLA timelines.
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
• Ability to read and understand code and write occasional scripts.
• Hands-on experience with Salesforce, ideally as a Salesforce Administrator.
• Knowledge of SQL scripting and practical experience with APIs.
• Familiarity with tools such as Coralogix and Datadog.
• Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB.
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes.
• Proven track record of mentoring and enabling support teams.

Responsibilities

• Perform root cause analysis, troubleshoot, and resolve issues using various tools and datasets.
• Collaborate with R&D and Product Management to provide solutions and workarounds.
• Partner with Tier 2 Support and Customer Success teams to prioritize escalations.
• Educate and upskill Tier 2 teams by sharing insights and delivering training.
• Identify gaps and advocate for troubleshooting tooling as needed.

Skills

B2B technical support experience

Problem-solving skills

Analytical skills

Escalation/incident management

Web application troubleshooting

Code reading and scripting

Salesforce proficiency

SQL scripting

API knowledge

Familiarity with Coralogix and Datadog

Database experience

Mentoring capabilities

Proactive attitude

Tools

Salesforce

Elastic-Kibana

PostgreSQL

MongoDB

Job description

A leading technology company in Singapore is seeking a Technical Support Engineer - Tier 3 to enhance productivity and drive revenue growth. The ideal candidate will have extensive experience in B2B technical support, proficiency in Salesforce, and strong problem-solving skills. This role requires collaboration with various teams to troubleshoot issues and improve customer satisfaction. Join us to contribute to a culture of diversity and inclusion.