Software Support Lead — B2B SaaS

HD CONTRACTOR PTE. LTD.; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

HD CONTRACTOR PTE. LTD. is seeking an IT support lead to provide day-to-day technical assistance across channels and coordinate a cross-functional team. You will manage rosters, monitor case SLAs, and drive root-cause analysis for software and hardware issues.

The role requires at least a Diploma in IT/CS/IS and 1 year of B2B software support experience, with strong English and Mandarin communication and a willingness to work extended hours on-site.

Qualifications

• At least Diploma in IT/CS/Information Systems or related field.
• Minimum 1 year of relevant B2B software support or IT support experience.
• Experience leading cross-functional teams and mentoring teammates.
• Experience supporting business software, SaaS, POS, or IT solutions advantageous.
• Strong English and Mandarin communication skills for customers and internal stakeholders.
• Good written and verbal communication; proactive and customer-focused.
• Willingness to provide on-site support and work beyond hours when required.

Responsibilities

• Provide day-to-day technical support and troubleshooting to customers via multiple channels.
• Lead and coordinate the customer support team for prompt issue handling.
• Plan duty rosters to cover lunch/dinner, weekends and public holidays.
• Monitor cases to meet response and resolution timelines per standards.
• Diagnose issues including user, configuration, hardware and software bugs.
• Escalate complex problems to development after initial triage.
• Collaborate with development to track escalated issues to resolution.
• Identify recurring issues and feedback for product/system improvements.
• Assist customers with software setup, access, and usage inquiries.
• Create knowledge base materials and troubleshooting guides to reduce repeats.
• Conduct basic system training and onboarding for customers/users.
• Maintain accurate records of tickets, steps, and communications.
• Manage hardware spare parts, backups, and replacement inventory.
• Coordinate hardware repairs and warranty claims with suppliers.
• Work with internal teams to ensure smooth system operations.
• Provide timely updates on issue status and resolution progress.
• Assist with software deployment, testing, and verification of fixes.
• Monitor support metrics and prepare reports on performance.
• Stay updated on product updates and troubleshooting procedures.
• Perform other ad-hoc software support and operational duties as assigned.

Skills

Leadership

Cross-functional teamwork

Customer support

Technical troubleshooting

English and Mandarin communication

Documentation

Time management

On-site support

Education

Diploma in IT/CS/IS

Tools

Ticketing systems

CRM systems

Remote support tools

POS systems

Job description

HD CONTRACTOR PTE. LTD. is seeking an IT support lead to provide day-to-day technical assistance across channels and coordinate a cross-functional team. You will manage rosters, monitor case SLAs, and drive root-cause analysis for software and hardware issues.

The role requires at least a Diploma in IT/CS/IS and 1 year of B2B software support experience, with strong English and Mandarin communication and a willingness to work extended hours on-site.