your profile
We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues.
In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution.
This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.
You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.
As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe.
This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.
What You'll Do
Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.