Technical Support Engineer

PLAUD ai; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading AI technology firm in Singapore seeks a Senior Technical Support Engineer to troubleshoot escalated issues and mentor the Tier 1 support team. Candidates should have 1-5 years of experience in technical support within SaaS or hardware industries. This role is essential for enhancing client satisfaction and supporting product quality through collaboration with R&D. A bonus for fluency in Chinese is offered.

Qualifications

• 1-5 years in technical/customer support in SaaS or hardware-related industries.
• Ability to independently diagnose product-related issues.
• CRM and ticketing system experience (Zendesk preferred).
• Prior mentoring or team support experience preferred.

Responsibilities

• Troubleshoot escalated issues including hardware faults and account errors.
• Liaise with product and R&D teams for issue resolution.
• Participate in technical QA audits and identify improvement opportunities.
• Guide outsourced Tier 1 technical team on standard tech cases.
• Support FAQ and knowledge base updates.

Skills

Technical support experience

Problem-solving

Communication skills

Team mentoring

Fluency in Chinese

Tools

Zendesk

Job description

ABOUT PLAUD AI

PLAUD AI is a pioneering AI-native hardware and software company that turns meetings and conversations into actionable insights with AI devices like PLAUD NOTE and PLAUD NotePin. By recording, transcribing, and summarizing real-life conversations, our solutions boost productivity and save time. Designed for precision and flexibility, whether in meetings or on the go, our products empower you to focus on creative, high-value work while AI handles the details.

We are a growing global team of hardware and software experts seeking advanced AI innovations that integrate with real-life user scenarios. Our newly established headquarters in San Francisco will collaborate with our teams in Shenzhen, Beijing, and Tokyo to extend AI benefits to users globally.

Visit https://www.plaud.ai to learn more.

WHY JOIN US

• Join a skyrocketing team where your impact drives success and your career reaches new heights, along with what we have achieved, as shared below.

• Global Leadership: Positioned uniquely to lead the future of work by leveraging innovative AI-driven devices and solutions.

• Founded in December 2021: Bootstrapped, profitable, and experiencing explosive growth.

• 10x Revenue Growth: Achieved 10x revenue growth for two consecutive years, reaching a $100 million run rate, with expectations for even greater expansion in 2025.

• Proven Product-Market Fit: Over 400,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month to enhance productivity.

• New Initiatives: Expanding from consumer-focused products to industry-specific solutions and enterprise-level services.

• Loved by Professionals: Our products are trusted by professionals in sectors such as healthcare and sales, where conversations drive success.

ABOUT THE ROLE

We're looking for a Senior Technical Support Engineer who can handle escalated hardware/software issues, conduct QA reviews, and guide the Tier 1 outsourced team on technical problem-solving. Candidates with previous team mentoring or leadership experience are preferred.

WHAT YOU WILL DO

• Troubleshoot escalated issues including hardware faults, account errors, and AI feature malfunctions

• Liaise with product and R&D teams for issue resolution and feedback

• Participate in technical QA audits and identify improvement opportunities

• Guide outsourced Tier 1 technical team (Philippines) on standard tech cases

• Support FAQ, knowledge base, and tool updates for self-help

WHAT YOU WILL BRING

• 1-5 years in technical/customer support in SaaS or hardware-related industries

• Ability to independently diagnose product-related issues

• CRM and ticketing system experience (Zendesk preferred)

• Prior mentoring or team support experience preferred

• Bonus: Fluency in Chinese