APAC Senior Technical Support Engineer

Cenosco; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Cenosco is expanding its Support presence in APAC and seeks a highly autonomous Senior Technical Support Engineer to lead regional front-line efforts for complex customer issues. You will investigate production problems in a SaaS environment, work with Product, Engineering, and Infrastructure teams, and act as the primary APAC technical contact, driving timely resolutions.

The role emphasizes application-level troubleshooting and data investigation, with independence to prioritize and escalate

Qualifications

• 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered).
• Enjoys debugging complex issues.
• Communicates clearly with both technical and non-technical stakeholders.
• Takes ownership of problems until resolution.
• Detail-oriented and methodical when analysing systems.

Responsibilities

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations.
• Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes.
• Use browser developer tools to inspect requests, responses, and API behaviour when troubleshooting application issues.
• Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis.
• Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions.
• Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights.
• Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution.
• Make prioritization and escalation decisions independently during regional business hours.
• Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product.
• Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale.

Skills

SQL queries

Browser DevTools

Root cause analysis

Structured debugging

Incident management

Customer communication

Tools

DevTools

Job description

Cenosco is expanding its Support presence in APAC and seeks a highly autonomous Senior Technical Support Engineer to lead regional front-line efforts for complex customer issues. You will investigate production problems in a SaaS environment, work with Product, Engineering, and Infrastructure teams, and act as the primary APAC technical contact, driving timely resolutions.

The role emphasizes application-level troubleshooting and data investigation, with independence to prioritize and escalate