Technical Support Engineer - APAC

Shield; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Shield is a global startup with offices in TLV, NYC, LDN, and LIS, and we are growing rapidly. We are seeking an experienced technical support engineer to join our APAC-focused regional team, providing expert assistance across deployments and integrations.

You will troubleshoot complex application and infrastructure issues, monitor environments with Prometheus and Grafana, and work with DEV, Product, and Operations to improve platform reliability.

Qualifications

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
• Customer-facing technical support in SaaS or enterprise environments.
• Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
• Hands‑on experience with cloud infrastructure (AWS) and cloud‑native technologies.
• Solid understanding of Linux/Windows operating systems and system administration.
• Expert‑level troubleshooting and root cause analysis skills for complex application and infrastructure issues.
• Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).
• Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).
• Strong troubleshooting, analytical, and problem‑solving skills.
• Superb written and verbal communication skills in English, with ability to explain technical concepts clearly.
• Ability to multitask, prioritize effectively, and work both independently and as part of a team.
• Ability to work flexibly across APAC time zones to support regional customers.
• Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter.

Responsibilities

• Provide expert technical support for Shield deployments across APAC time zones as part of the global support team.
• Troubleshoot application impacting issues covering different application and infrastructure dimensions.
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
• Break down complex technical issues and expedite escalation to R&D with supporting data, logs, and analysis.
• Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
• Collaborate with DEV, Product, and Operations teams to resolve customer issues and improve platform reliability.
• Act as the regional technical escalation point for complex incidents and infrastructure issues.
• Respond to customer technical support requests via ticketing system in a timely and professional manner.

Skills

Kubernetes

AWS

Linux/Windows

Observability

Data pipelines

APIs & integrations

Root cause analysis

Customer-facing support

Troubleshooting

English communication

Tools

Prometheus

Grafana

Groundcover

OpenSearch

Zendesk

Jira

Confluence

Job description

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. We're rapidly growing and looking for another important piece of the puzzle. Is it you?

What You'll Do

• Provide expert technical support for Shield deployments across APAC time zones as part of the global support team.
• Troubleshoot application impacting issues covering different application and infrastructure dimensions.
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
• Break down complex technical issues and expedite escalation to R&D with supporting data, logs, and analysis.
• Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
• Collaborate with DEV, Product, and Operations teams to resolve customer issues and improve platform reliability.
• Act as the regional technical escalation point for complex incidents and infrastructure issues.
• Respond to customer technical support requests via ticketing system in a timely and professional manner.

Requirements

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
• Customer-facing technical support in SaaS or enterprise environments.
• Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
• Hands‑on experience with cloud infrastructure (AWS) and cloud‑native technologies.
• Solid understanding of Linux/Windows operating systems and system administration.
• Expert‑level troubleshooting and root cause analysis skills for complex application and infrastructure issues.
• Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).
• Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).
• Strong troubleshooting, analytical, and problem‑solving skills.
• Superb written and verbal communication skills in English, with ability to explain technical concepts clearly.
• Ability to multitask, prioritize effectively, and work both independently and as part of a team.
• Ability to work flexibly across APAC time zones to support regional customers.
• Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter.

Nice to Have

• Experience using AI Tools (Such as Cursor, Claude Code).
• OpenSearch operations, and troubleshooting.
• Familiarity with APAC compliance requirements and technical implications.
• Experience using Zendesk, Jira, and Confluence for documentation and incident management.