Support Analyst

DOLPHIN DYNAMICS LABS PTE. LTD.; Singapore; Hybrid; SGD 42,000 - 66,000; Full time

Benefits offered by this job

Hybrid work model

Direct access to founders

Learning through releases

Work with mining and energy customers

Job summary

SafeDay (Dolphin Dynamics Labs) is hiring a Support Analyst in Singapore to work with the founders and an experienced team. You’ll start with well-scoped support tickets and learn the enterprise software as you go, collaborating with developers through the full development cycle.

You’ll support frontline users across diverse sites, with strong emphasis on problem solving, documentation, and user education. Training on the platform is provided.

Qualifications

• 1+ years in application support or customer-facing tech role.
• Structured, analytical approach to problem solving.
• Comfortable with web and mobile apps on multiple platforms.
• Clear written and spoken English; multilingual is a plus.
• Patience and care when assisting users under pressure.
• Willingness to use AI tools and verify outputs.

Responsibilities

• Respond to support requests from client administrators and field users.
• Investigate issues, reproduce them and document steps for the dev team.
• Configure forms, workflows and user access using our in-house form designer.
• Peer test new content and features; run release testing across devices.
• Write and maintain user guides and help articles.
• Support client onboarding and training sessions.
• Spot recurring issues and suggest product improvements.

Skills

Structured problem solving

English communication

Web and mobile apps

Attention to detail

Patience and care

AI tool usage

Tools

Jira

JSON basics

Job description

SafeDay (Dolphin Dynamics Labs) is a profitable SaaS company headquartered inSingapore. Our platform protects frontline workers at some of the world's largest high-risk operations, processing millions of safety checks monthly across 100+ sites. Eight years in and expanding.

We are hiring a Support Analyst to join our Singapore team and work directly with experienced colleagues and the founders. This role suits someone early in their career who wants to understand how enterprise software works in the real world.You will be part of our integrated team, working alongside developers through the full development cycle.

Our users are frontline workers and site leaders at mining, energy and heavy industry sites. Many work in remote locations with poor connectivity. Our app works offline and syncs when the device reconnects. When something goes wrong, it matters. You won't know the platform on day one, and we don't expect you to. We will teach you. What we need is curiosity, a structured approach to problems, and care for the people using the app.

You will start on well-scoped support tickets supported by the team, then take on more as you learn the platform.

What you will do

• Respond to support requests from client administrators and field users
• Investigate issues, reproduce them and document clear steps for the development team
• Configure forms, workflows and user access using our in-house form designer
• Peer test new content and features as they are built
• Run release testing across devices before each release goes live
• Write and maintain user guides and help articles
• Support client onboarding and training sessions
• Spot recurring issues and suggest improvements to the product

What we are looking for

• 1+ years in application support, IT support or a customer-facing technical role. Strong graduates are welcome
• A structured, analytical approach to problem solving
• Comfortable with web and mobile apps across iOS, Android and desktop browsers
• Clear written and spoken English. You will write and speak to clients every day
• Mandarin, French or Mongolian are a strong plus. You will use it to support users and help translate app content or present in these languages
• Patience and care when dealing with users under pressure
• Attention to detail
• You use AI tools to work faster, not to think for you. We use Claude Enterprise. Every answer you send a client must be accurate and checked by you

Nice to have

• Experience with software testing or QA
• Experience with a ticketing tool such as Jira
• Basic understanding of JSON, APIs or databases
• Experience in safety, mining or industrial environments

How we work

Our team is located at Robinson Road in the city. You will be part of a cross-functional team with a flat structure and shared responsibility for the app. We work hybrid: three fixed office days (Tuesday, Wednesday and Friday) and two from home. Fixed days mean you're in the office when your team is, so you learn faster and have the support needed to contribute to the solution.

WhySafeDay

• Work with some of the world's largest mining and energy companies
• Learn the application in depth by testing it as it is built, and contribute directly to every release
• Small team in Singapore with additional resources in Mexico, Australia and Mongolia
• Direct access to the founders and real responsibility as you grow
• Your work directly protects people in high-risk environments