Associate Technical Support Engineer - APAC

Role overview Step into a customer-facing role supporting the cybersecurity products that defend power grids, water systems, pipelines, and manufacturing plants. As an Associate Technical Support Engineer for the APAC region, you are the first responder when enterprise customers need help, triaging cases, resolving known issues, and making sure every interaction feels calm, clear, and professional. Technical depth can grow on the job; strong communication and ownership are the foundation.

Responsibilities - Serve as the primary contact for incoming support across email, chat, phone, and ticketing throughout each case's life. - Triage by severity and impact, then resolve common and known issues using documented solutions and prior cases. - Use AI tools to draft responses, summarize histories, and surface knowledge, while verifying every output and owning the result. - Escalate complex issues to senior tiers while staying on the case in a hybrid tiered-and-swarming model. - Document system details, error messages, and steps attempted so context travels with the ticket. - Support routine upgrades, patches, and configuration changes in established customer environments. - Contribute to the knowledge base using Knowledge-Centered Service practices. - Join a team-wide weekend on-call rotation, roughly one weekend per month.

Requirements - Excellent, calm, professional communication with enterprise customers, both technical and non-technical. - Methodical troubleshooting instincts and a curious approach to driving issues to resolution. - Self-starter mindset with genuine motivation for protecting critical infrastructure. - 1 to 3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability. - Working familiarity with the Linux command line and core networking concepts, or the drive to learn them quickly. - Comfort with AI tools and the judgment to verify their output.

Benefits and work setup - Fully remote role across the APAC region. - Salary of S$70,000, plus a competitive equity package and comprehensive benefits. - Mission-driven, remote-first team culture built on transparency and trust.