SINGAPORE Full-Time Senior Support Specialist

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

Job summary

A global data automation company in Singapore is seeking a Support Specialist to join their Customer Support Team. In this client-facing role, you will work directly with significant financial institutions, helping them resolve complex technical issues. The ideal candidate has 3-5 years of experience in technical customer support, strong SQL skills, and superb communication abilities. This position offers benefits such as unlimited PTO, corporate healthcare, and a dedicated learning budget.

Benefits

Company Success Share program

Corporate Healthcare

Unlimited PTO

Learning and development budget

Employee Assistance Program

Qualifications

• 3-5 years of experience in customer support with technical products.
• Practical experience querying SQL databases.
• Ability to communicate technical details to non-technical stakeholders.

Responsibilities

• Register and document all tickets reported to the Support team.
• Conduct root cause analysis into reported issues.
• Manage customer escalations and communicate with stakeholders.
• Participate in knowledge sharing among colleagues.

Skills

Customer support experience

SQL querying skills

Communication skills

Experience with JIRA

Experience with Confluence

Problem-solving abilities

Time management skills

Tools

Kubernetes

GitHub

Kibana

Postman

Tableau

PowerBI

Job description

About Us

Duco is on a mission to reduce the time spent on data‑related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology such as no‑code cloud and AI.

We help firms start trusting their data by giving them one intuitive platform to automate the front‑to‑back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

We’re headquartered in London and have offices in New York, Wroclaw, Singapore and Antwerp. We’re proud to call some of the largest global financial institutions our clients, including over 15 of the world’s largest international banks as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.

About The Role

At Duco the Customer Support Team helps our customers solve the most complex technical issues they encounter from implementation onwards. You’ll be a client‑facing Support Specialist working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.

This role is central to almost every other team in the company. You’ll be working directly with Engineering (Software Developers and Platform Infrastructure Engineers) as well as the Product Team and commercial teams (Customer Success, Sales and Professional Services).

What you will be working on

• Registering, prioritising and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure.
• Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients.
• Communicating and coordinating issues affecting customers internally and directly with end‑users. Managing customer escalations and expectations and communicating with various stakeholders.
• Understanding customer needs, including relevant features and configuration requests.
• Conducting calls with customers to help them and manage the case until it’s fully resolved.
• Participating in knowledge sharing among colleagues.
• Translating business needs into technical language (and sometimes back again!).

Ideally you will have

• 3‑5 years of experience in customer support with technical products.
• Practical experience querying SQL databases is required.
• Familiarity with JIRA and Confluence.
• Experience working directly with external customers via email, phone or video.
• Superb communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders.
• Willingness to take ownership of issues, including problem‑solving and diving deep into the technical detail.
• Self‑sufficient in researching Support tickets through various methods, including technical documentation.
• Ability to manage a busy workload and balance multiple priorities.
• A positive, flexible, solutions‑ and ideas‑focused approach.
• Willingness to support Singapore public holidays on a rotational basis and provide on‑call coverage during scheduled on‑call weekends.
• In‑person office hours three times a week.
• Experience with Kubernetes, GitHub and / or Kibana is a big plus.
• Some practical experience in programming languages (Python, Ruby, JS) and any of the BI tools (e.g. Postman, Tableau, PowerBI, QuickView) is helpful.

Our benefits

• An annual base salary based on experience and qualifications.
• Company Success Share program so when Duco succeeds you succeed.
• Corporate Healthcare.
• Unlimited PTO because we trust our people to manage their own time off.
• Dedicated annual budget for learning and development to nurture your career growth.
• Spot rewards so we can say thanks when you do a really great bit of work.
• An Employee Assistance Program.
• An Employee Equity Purchase Scheme so you have a personal investment in the success of the company.

Want to do a little more research before you apply

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team think about life at Duco. You can also find out more about us on LinkedIn.

Disclaimer

Because we are committed to inclusivity we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process please let us know at Include your contact information the role you’re applying for and how we can accommodate you.

During the interview process and after hire Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size or any other protected characteristic.