Technical Lead - User Experience & Support (DeskIn)

ZULER TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading technology firm in Singapore is seeking a Technical Lead to oversee the technical support function for its innovative platform. You will lead a team dedicated to ensuring excellent user experiences across both personal and enterprise users. Ideal candidates will have over 5 years in technical support or solution engineering and a strong grasp of remote access systems. This is an opportunity to directly impact product quality and improve user engagement in a rapidly growing global environment.

Benefits

Direct influence on product improvements

Work cross-region with teams

Shape user experience

Qualifications

• 5+ years in technical support, solution engineering, or technical leadership.
• Strong understanding of remote access systems and networking.
• Experience supporting both personal and enterprise users.

Responsibilities

• Lead and mentor the technical support team across B2C and B2B users.
• Own complex technical troubleshooting across devices and networks.
• Translate support insights into product enhancement recommendations.

Skills

Technical support

Solution engineering

Cross-platform environments

Networking

Communication skills

Job description

Company Description

Zuler is a global leader in remote desktop and cloud computing, revolutionizing connectivity with cutting-edge cloud rendering and real-time communication technologies. With over 180 million installed devices and a team of experts from top tech companies, Zuler delivers high-performance solutions that empower users worldwide.

Location: Singapore

Team: Product & Engineering (Global)

About DeskIn

DeskIn, being a key featured product from Zuler, is a next-generation Remote Lifestyle & Remote Access platform, serving both Personal (B2C) and Enterprise (B2B) users globally. We're building a world-class technical support and experience function as we scale.

Role Overview

We are looking for a Technical Lead to lead DeskIn's technical support function, ensuring excellent user experience across personal and enterprise users. This role bridges technical troubleshooting, product feedback, and cross-region collaboration with engineering teams in China and product/marketing teams in Singapore.

Key Responsibilities

• Lead and mentor the technical support team across B2C and B2B usersOwn complex technical troubleshooting (cross-device, network, OS, enterprise scenarios)
• Ensure end-to-end follow-through on user issues and escalations
• Identify recurring issues, product gaps, and feature improvement opportunities
• Translate support insights into product and UX enhancement recommendations
• Collaborate closely with China-based developers on bugs, fixes, and releases
• Partner with Product and Marketing teams in SG to improve onboarding, FAQs, and user education
• Streamline and optimize support channels, workflows, and tools

Requirements

• 5+ years in technical support, solution engineering, or technical leadership
• Strong understanding of remote access systems, networking, and cross-platform environments
• Experience supporting both personal and enterprise users
• Proven experience working with overseas engineering teams (China exposure a plus)
• Strong communication skills; English required, Mandarin a strong advantage to communicate with internal stakeholders and Mandarin-speaking end users
• User-centric mindset with strong ownership and problem-solving ability

Why Join Zuler

• Shape the user experience and product quality of a fast-growing global platform
• Direct influence on product improvements and roadmap decisions
• Work cross-region with engineering, product, and marketing teams