Technical Support Analyst
On-site · Singapore, Singapore
Job Summary
Provide L1 technical support to APAC customers in English and Mandarin, handling inbound tickets via the ticketing platform, triaging and resolving issues where possible and escalating when needed. Collaborate with L2, Data/Research/Business Information, Customer Success, Implementation, Product, and Engineering teams to ensure timely, accurate responses and handovers. Maintain a high first-contact resolution rate, keep customers informed with proactive updates, and follow up to confirm issue resolution. Develop product knowledge, educate customers on features and best practices, contribute to and maintain the knowledge base, and stay current with product updates. Actively participate in QA, identify recurring issues, and support process improvements. Adhere to information security policies, handle data securely, and work effectively in a distributed APAC team across time zones, including colleagues in London, Lisbon, Cluj, and New York.
Required Qualifications
- 1–3 years of experience in a customer-facing technical support or helpdesk role
- Fluent in English and Mandarin
- Experience with ticketing platforms
- Comfortable with REST APIs, database queries, and web-based platforms
Desired Qualifications
- 1–3 years of experience in a customer-facing technical support or helpdesk role (B2B SaaS preferred)
- Fluent in English and Mandarin (written and spoken)
- Experience with ticketing platforms (e.g., Zendesk, Freshdesk, Intercom, or similar; Pylon experience not required)
- Comfortable with REST APIs, database queries, and web-based platforms
- Knowledge of Jira, Confluence, GitLab a plus
- Experience in or exposure to the compliance, fintech, or financial services sector is an advantage but not required
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