Support Engineer– GRaduate Industry Traineeships (GRIT) Programme - 6 Months

RAYDIAN CLOUD PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A cloud technology firm based in Singapore seeks a Level 1 Technical Support Engineer to assist enterprise customers with troubleshooting the Rafay platform. This entry-level role requires solid communication skills and a foundational understanding of cloud technologies. Ideal candidates have a Tertiary Certificate in Computer Science and experience in customer-facing support. The position offers a great opportunity for learning and growth in a collaborative environment.

Qualifications

• 1+ years of experience in a customer-facing technical support role.
• Foundational knowledge of cloud computing concepts.
• Basic understanding of Linux/Unix operating systems.

Responsibilities

• Serve as the frontline for incoming customer support requests.
• Log, prioritize, and manage support tickets.
• Perform initial troubleshooting steps for customer issues.
• Escalate unresolved issues to higher support levels.
• Maintain clear communication with customers during support.
• Contribute to the internal knowledge base.
• Continuously learn about new features and technologies.

Skills

Customer communication

Basic troubleshooting

Problem-solving

Knowledge sharing

Education

Tertiary Certificate in Computer Science or related field

Job description

Job Summary

As a Level 1 Technical Support Engineer, you will be the first point of contact for Rafay's enterprise customers, providing initial triage, troubleshooting, and resolution of technical issues related to the Rafay Kubernetes Operations Platform. This is an entry-level role, but it requires a foundational understanding of cloud-native technologies and a strong desire to learn and grow within the company.

Key Responsibilities

• Initial Triage and Issue Resolution: Serve as the frontline for incoming customer support requests via ticketing systems, email, and potentially phone. Diagnose and resolve basic technical issues and configuration problems related to the Rafay platform.
• Ticket Management: Log, prioritize, and manage support tickets in a timely and professional manner, ensuring all communication and actions are accurately documented.
• Basic Troubleshooting: Perform initial troubleshooting steps, including reviewing logs, verifying user configurations, and replicating customer issues in a test environment.
• Collaboration and Escalation: Escalate unresolved issues to the Level 2 or Level 3 support teams, providing a detailed summary of all troubleshooting steps taken and the technical context of the problem.
• Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the support process. Provide regular updates on ticket status and estimated resolution times.
• Documentation and Knowledge Sharing: Contribute to and maintain the internal knowledge base with common issues and their resolutions. Help create external-facing articles to empower customers with self-service solutions.
• Stay Up-to-Date: Continuously learn and stay current on the Rafay platform's new features, releases, and updates, as well as emerging technologies in the cloud-native ecosystem (e.g., Kubernetes, Docker, public cloud services).

Minimum Qualifications

• Tertiary Certificate in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• 1+ years of experience in a customer-facing technical support role.
• Foundational knowledge of cloud computing concepts, including an understanding of at least one public cloud platform (AWS, Azure, or Google Cloud).
• Basic understanding of Linux/Unix operating systems and command-line interfaces.