Software Support Engineer (CAT 1) – Singaporean Only

SECUREAGE TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A cybersecurity firm in Singapore is seeking an L1+L2 Software Support Engineer to ensure smooth operation of applications and provide technical support. The ideal candidate has a diploma in IT, at least 1 year of support experience, and strong troubleshooting skills. The role involves working with internal teams and providing flexible support hours including shifts. Additional experience with cryptography or IT certifications is a plus.

Qualifications

• Minimum Diploma/Advanced/Higher/Graduate Diploma in Computer Science or related field.
• At least 1 year of technical support or customer service experience in IT/software products.
• Solid knowledge of IT infrastructure, including software and web applications.

Responsibilities

• Provide technical support for data security products via email, phone, and on-site visits.
• Diagnose and troubleshoot configuration and functional issues.
• Collaborate with internal stakeholders to resolve user-reported issues.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Analytical skills

Proactive attitude

Education

Diploma in Computer Science or related field

Tools

.NET applications

ITIL

Microsoft Certified Azure Fundamentals

Job description

We are looking for an L1+L2 Software Support Engineer to join our dynamic team! You will play a crucial role in ensuring the smooth operation of applications and providing technical support to end users.

Roles & Responsibilities

• Provide technical support for data security products via email, phone, and on-site visits.
• Diagnose and troubleshoot configuration and functional issues both remotely and on-site.
• Collaborate with internal stakeholders to resolve user-reported issues within defined SLAs.
• Work with team members to identify root causes and recommend preventive measures or workarounds.
• Install and configure security software/products and conduct user acceptance testing.
• Perform planned software upgrades and system migrations.
• Proactively monitor systems to identify and resolve issues before they impact end users.
• Continuously review and enhance support processes as part of ongoing improvement initiatives.
• Maintain up-to-date support documentation in the Knowledge Base to assist users and streamline support operations.
• Available to work flexible hours as needed.
• Able to work in shifts (shift allowance provided).

Requirements

• Minimum Diploma/Advanced/Higher/Graduate Diploma in Computer Science, Information Technology, or related field.
• At least 1 year of technical support or customer service experience in IT/software products.
• Solid knowledge of IT infrastructure, including software and web applications (.NET), operating systems, databases, networking, and virtualization.
• Strong analytical and troubleshooting skills for resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to engage technical and non-technical stakeholders effectively.
• Proactive, self-motivated, and capable of managing multiple customer accounts and projects simultaneously.
• Experience supporting government agencies is preferred.
• Familiarity with cryptography is an advantage.
• IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.
• Knowledge of security frameworks and standards (e.g., ISO 27001, NIST); familiarity with IM8 is an added advantage.
• Entry-level candidates are welcome to apply.