Senior Technical Customer Support Engineer - Singapore

United States Digital Space LLC; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Healthcare contributions

Stock options

Flexible time off

US$500 home office stipend

Global gatherings

Job summary

United States Digital Space LLC is seeking a Senior Technical Customer Support Engineer to join our global Support Engineering team. This is a remote role supporting customers across APJ, APAC, and EMEA with a focus on Singapore, using chat, calls, Slack, and video meetings to deliver exceptional service.

You triage tickets, develop cloud/open-source solutions, collaborate across departments, mentor teammates, and uphold SLAs in a 24x7 distributed environment.

Qualifications

• Experience in technical customer support roles.
• Ability to write clear technical docs and guides.
• Strong communication across global teams and customers.

Responsibilities

• Respond to customer queries via chat, calls, Slack, and meetings.
• Triages and resolves technical issues with cloud/open-source stack.
• Collaborates with Engineering, GTM, and Product teams to define required features.

Skills

Technical breadth

English proficiency

Customer support

SLA compliance

Remote collaboration

Tools

Azure

AWS

GCP

Job description

We are currently growing our support team at the company who provides excellent service to our customers around the world. We are seeking a Senior Technical Customer Support Engineer to join our global Support Engineering team. We hope to find you ready to take on a large variety of tasks related to our customers locally in Singapore, as well as more regionally across APJ, APAC, and EMEA. This is a customer-facing role that will include customer interactions via chat, calls, Slack messages, and virtual meetings over video. You will be owning a wide variety of tasks: from triaging support tickets to user community support, helping with both pre- and post- sales customer activities, partnering with our Go To Market team with deeply technical aspects of POCs, and suggesting improvements to how we do things in Support at the company. This is a great opportunity for someone ready to roll-up their sleeves and help us continue to provide excellent customer support to our rapidly growing user base.

Note: This is a remote position, but candidates must be located in Singapore.

What you will be doing:

• Supporting and guiding our the company users, customers, and prospects via cases, chat, Slack, community, and meetings

• Develop solutions based on the company Cloud and the company open-source that can be shared with our users, community, and customers via documentation, knowledge base, blogs, meetups, webinars, and training

• Work closely with our global Support Services, Engineering, Go to Market, and Product Management teams to help define functionality required by users and customers

• Assist with mentoring, training, and sharing your knowledge with colleagues, users, and customers

And of course:

• You will deliver excellent customer service as a first-line technical engineer and representative of the company. Our Support Engineers provide professional response, on-call coverage, and guidance within the required Service Level Agreements ("SLAs") on technical cases that are opened via a ticketing system, email, Slack, chat, and/or phone

• You will build strong, trusted relationships with colleagues, customers, and partners

What you bring along:

• Technical breadth and depth in the company open-source or the company Cloud, or in domains relevant to the company, such as: SQL databases, OLAP, cloud-native SaaS, distributed systems

• Previous technical experience in roles such as Support Engineer, Consultant, Database Administrator, Site Reliability Engineer, Solutions Engineer, Software Engineer, and/or Systems Engineer

• Be present and available according to the scheduling required to deliver high-quality 24x7 Support in a global, distributed environment

• Strong written and verbal English communication skills and the ability to work fully remote with reliable connectivity

• A mindset of teamwork, global engagement, empathy, and solving challenging problems

• A sense of adventure and urgency in building the most scalable, high-performing, largest, and fastest databases on the planet

• The ability to build trusted relationships with colleagues, customers, and partners

• You are self-driven, curious, and eager to continuously learn and grow

Bonus points:

• Experience with the company

• Experience with OSS and open-source technologies, as a user, community member, or contributor

• Experience with Azure, GCP or AWS

• Experience with data pipelines such as Kafka, Kinesis, Spark, RabbitMQ, or others

Perks Flexible work environment - the company is a globally distributed company and remote-friendly. We currently operate in over 25 countries.

• Healthcare - Employer contributions towards your healthcare.

• Equity in the company - Every new team member who joins our company receives stock options.

• Time off - Flexible time off in the US, generous entitlement in other countries.

• A USD$500 Home office setup if you're a remote employee.

• Global Gatherings - We believe in the power of in-person connection and offer opportunities to engage with colleagues at company-wide offsites.

Culture - We All Shape ItAs part of a rapidly scaling start-up, you will be instrumental in shaping our culture.

Are you interested in finding out more about our culture? Learn more about our values here. Check out our blog posts or follow us on LinkedIn to find out more about what's happening at the company.

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