Technical Support Engineer, Software

Jobtailor; Singapore; On-site; SGD 60,000 - 120,000; Full time

Job summary

ZEISS is seeking an experienced Software Support Engineer to strengthen the APAC 2nd level team. You will analyze and resolve complex issues in ZEISS software and connected IT environments, interfacing with global teams, product management, and development.

You will maintain knowledge bases, document cases, and provide timely 2nd line support while staying current with software updates and procedures. International travel may be required for critical cases and training.

Qualifications

• Bachelor’s degree or above in a technical field such as CS, SW, Metrology, Engineering or IT.
• Fluent in Chinese and English; overseas study/work experience is a plus.
• Minimum 5 years in software support or metrology applications.
• Hands-on experience with metrology software like ZEISS CALYPSO or similar.
• Strong ability to troubleshoot and resolve complex software issues.
• Experience collaborating with international teams is preferred.
• Excellent customer-focused communication and documentation skills.
• Familiarity with ZEISS ecosystems, digital service platforms, and AI-based tools.

Responsibilities

• Contribute to APAC software support hub structure and strengthen the 2nd level team.
• Analyze, troubleshoot, and resolve complex customer issues in ZEISS software and IT environments.
• Act as interface between 1st, 3rd level support, product mgmt, and development teams.
• Maintain, document, and transfer knowledge through structured case resolution.
• Provide timely 2nd level support for ZEISS software products and environments.
• Investigate, reproduce, and resolve escalated software incidents and customer issues.
• Use remote diagnostic tools to diagnose system issues and document findings.
• Manage incidents with defined escalation and management processes.
• Create and continuously improve support documentation and knowledge base.
• Keep up-to-date with software releases and support procedures.
• Travel domestically and internationally to assist critical cases, projects, or training.
• Perform other related duties as assigned.

Skills

Troubleshooting

Customer orientation

Communication

Root cause analysis

Cross-functional collaboration

Education

Bachelor’s degree or above in Computer Science / Software Engineering / Metrology / Engineering / Information Technology

Tools

ZEISS CALYPSO

ZEISS PiWeb

ZEISS INSPECT

Metrology software

Job description

Responsibilities

• Contribute to the development of the ZEISS IQS Global Software Support HUB structure and strengthen the Software 2nd level Support Team, with a focus on the APAC region.
• Analyze, troubleshoot, and sustainably resolve complex customer issues related to ZEISS software products and connected IT environments.
• Serve as the technical interface between 1st level support, 3rd level support, product management, software development, and global support functions.
• Maintain the knowledge base and document resolved cases in a structured manner to enable sustainable knowledge transfer.
• Provide timely 2nd level support for ZEISS software products and related IT environments.
• Analyze, reproduce, troubleshoot, and resolve escalated software incidents and customer reported issues.
• Utilize remote diagnostic tools to investigate and resolve customer system issues.
• Manage and document incidents with defined escalation and management processes.
• Create, maintain, and continuously improve software support documentation and knowledge base content.
• Stay up to date with software product updates, new releases, and support procedures.
• Travel domestically and internationally when required to support critical customer cases, projects, or training activities.
• Perform other related duties and responsibilities as assigned.

Requirements

• Bachelor’s degree or above in Computer Science, Software Engineering, Metrology, Engineering, Information Technology, or a comparable technical field.
• Fluent in spoken and written Chinese and English, overseas study or work experience is an advantage.
• At least 5 years of experience in software support, metrology applications, quality assurance, or a comparable support environment.
• Hands-on experience as a user, application engineer, or supporter of metrology software, preferably ZEISS CALYPSO, ZEISS PiWeb, ZEISS INSPECT, or comparable industrial software solutions.
• Proven ability to troubleshoot complex software and application issues.
• Experience working with international development and support teams is preferred.
• Strong customer orientation with excellent communication skills.
• Ability to analyze system logs, reproduce software defects, and perform root cause analysis.
• Familiarity with ZEISS software ecosystems and digital service platforms is preferred.
• Experience with AI-based troubleshooting tools, data analytics platforms, and digital service solutions is preferred.

Core Competencies

Demonstrates expertise in software support and troubleshooting, particularly with ZEISS software products and metrology applications. Proficient in managing customer issues, maintaining documentation, and collaborating with international teams to enhance support processes.