Remote job
Premium Support Engineer (Singapore, Weekend)
Job details
About this role
Role overview Provide high-priority technical support to premium customers of a software development platform, including during complex incidents and outages. The role combines hands-on troubleshooting with clear customer communication, close work with product and engineering teams, and a weekend schedule based in Singapore. The position starts remotely, with a planned move to hybrid work if a local office is established.
Responsibilities - Respond to premium customer issues within defined service-level targets. - Diagnose, reproduce, and resolve complex product problems. - Coordinate high-impact escalations with product and engineering teams, keeping customers informed. - Lead customer updates during incidents and outages. - Identify recurring problems and help reduce resolution times. - Improve team efficiency through internal tools, automation, documentation, and peer mentoring.
Requirements - At least three years of experience in technical support, developer support, or systems engineering. - Experience supporting enterprise or other high-value customers with rapid response. - Strong debugging skills in JavaScript, Python, or a similar language. - Clear, composed written and verbal communication, including under time pressure. - Ability to manage several urgent issues while maintaining accuracy and customer empathy. - Familiarity with support workflows and tools such as ticketing, issue tracking, team communication, and internal debugging utilities.
Nice to have - Recent hands-on use of a hosted software development environment. - Experience with IDEs, terminals, or other developer tools. - Familiarity with AI assistants.
Benefits and work setup - Weekend coverage in Singapore; initially remote, with a potential transition to hybrid work after a local office is established. - The source describes salary and equity, insurance, paid leave, flexible time off, a wellness stipend, and an autonomous work environment. Some listed benefits are limited to US employees or office-based staff.