Support Engineer- APAC

About the Role

As a Support Engineer, you will provide hands-on technical support and guidance to customers throughout their journey, from initial onboarding through deployment and ongoing operations. This role requires strong technical expertise, problem-solving abilities, and excellent customer-facing skills. You will serve as a key technical point of contact for customers, working closely with the hiring partner’s Product, Engineering, Sales, and Support teams to resolve technical challenges and ensure a seamless customer experience.

Responsibilities

• Own customer technical issues end-to-end, including diagnosis, troubleshooting, resolution, and follow-up.
• Serve as a primary technical point of contact for customers, ensuring timely issue resolution and a high level of customer satisfaction.
• Develop a thorough understanding of customer environments and systems, proactively identifying technical risks and opportunities to improve performance and reliability.
• Support customers throughout onboarding, deployment, and ongoing operations.
• Manage and coordinate customer-related technical activities and projects, working with relevant internal teams to ensure timely delivery.
• Collaborate with Product, Engineering, Sales, and Support teams to address customer needs and drive issues to resolution.
• Build strong customer relationships, understand their technical requirements, and provide solutions tailored to their needs.
• Communicate complex technical concepts clearly to technical and non-technical stakeholders.
• Adapt quickly to changing priorities and customer needs in a fast-paced environment.

Qualifications

• Currently based in the Asia-Pacific (APAC) region.
• At least three years of relevant experience as a Support Engineer, Technical Account Manager, or in a similar customer-facing technical role.
• Strong proficiency in Linux and Kubernetes—required.
• Solid understanding of networking concepts and troubleshooting.
• Hands-on experience with Docker and a solid understanding of containerization technologies.
• Familiarity with MongoDB.
• Familiarity with GitHub.
• Excellent verbal and written English communication skills.
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to work independently while collaborating effectively with customers and cross-functional teams.
• Flexibility to work outside standard business hours when required to support customers across different time zones.