Technical Support Engineer – APAC

Job not on LinkedIn

🔥 0 minutes ago

🇸🇬 Singapore – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Shield

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

🤝 B2B

Consulting • Marketing • B2B

Shield is a software development company that provides analytics tools for companies and creators on LinkedIn. Since its inception in 2019, it specializes in employee advocacy, personal branding, social selling, and B2B marketing, helping users consolidate their LinkedIn statistics and activities in one comprehensive dashboard.

📋 Description

• Provide expert technical support for Shield deployments across APAC time zones as part of the global support team. • Troubleshoot application-impacting issues across application and infrastructure dimensions. • Support customers with integration challenges and troubleshoot data flows between Shield and external systems. • Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues. • Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis. • Document customer interactions, solutions, and technical patterns in the ticketing system and knowledge base. • Collaborate with DEV, Product, and Operations teams to resolve customer issues and improve platform reliability. • Act as the regional technical escalation point for complex incidents and infrastructure issues. • Respond to customer technical support requests via ticketing system in a timely and professional manner.

🎯 Requirements

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST. • Customer-facing technical support in SaaS or enterprise environments. • Strong knowledge of Kubernetes from a troubleshooting and operational perspective. • Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies. • Solid understanding of Linux/Windows operating systems and system administration. • Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues. • Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover). • Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues). • Strong troubleshooting, analytical, and problem-solving skills. • Superb written and verbal communication skills in English, with ability to explain technical concepts clearly. • Ability to multitask, prioritize effectively, and work both independently and as part of a team. • Ability to work flexibly across APAC time zones to support regional customers. • Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter. • Experience using AI Tools (Such as Cursor, Claude Code) is nice to have. • OpenSearch operations and troubleshooting is nice to have. • Familiarity with APAC compliance requirements and technical implications is nice to have. • Experience using Zendesk, Jira, and Confluence for documentation and incident management is nice to have.

🏖️ Benefits

• Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter