Support Engineer

🔥 21 minutes ago

🇸🇬 Singapore – Remote

💵 S$58.9k - S$72.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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The Storytelling Company (TSC)

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🤝 B2B

📣 Marketing

☁️ SaaS

B2B • Marketing • SaaS

The Storytelling Company (TSC) is a multidisciplinary studio that designs and builds immersive physical and digital experiences for corporate and cultural clients. They create three types of work — fixed 'places' (experience centers and installations), staged 'moments' (one-off live events and performances), and travelling 'originals' (IP and touring shows) — and also offer a software product called The Storytelling Suite to manage and update experiences after launch. The company operates across five cities with 180+ people and has produced projects for clients including Microsoft, Nike, SAP and cultural productions like Vikings: The Immersive Experience and Da Vinci Genius.

📋 Description

• Provide hands-on remote support for AV, IT and software issues, resolving tickets within agreed SLAs • Support the software and content platform, including installation, configuration and troubleshooting on client systems • Troubleshoot hardware, software, control systems and networks, escalating with clear notes when needed • Respond to monitoring alerts and follow up before they become client issues • Carry out software updates, patches and configuration changes within agreed change processes • Pick up overnight cases from Charlotte at the start of the shift and hand over status, next steps and evidence to Amsterdam • Document fixes, configurations and recurring issues in the knowledge base • Keep clients informed with clear, professional communication • As Lead Support Engineer, act as the escalation point for complex incidents during APAC hours • Monitor ticket queues, prioritise work and ensure SLAs are met • Lead client conversations during high-impact incidents • Find root causes of recurring issues and improve support processes and playbooks • Review project handovers from Delivery and flag gaps before sites go live in support • Coach the Singapore colleague and help onboard new team members • Work closely with Development and Delivery teams to improve processes, documentation and knowledge sharing

🎯 Requirements

• 2+ years of experience in technical support, service engineering or AV/IT service delivery • Solid understanding of networking, including IP addressing, VLANs, PoE and device connectivity • Experience troubleshooting in Windows and Linux environments • Experience using tools such as TeamViewer/NinjaOne, resource monitoring and log files • Basic knowledge of AV hardware and signal flow • Willingness to learn more about AV • Ability to read system documentation, as-builts, and network and wiring diagrams • Ability to troubleshoot with local AV suppliers in APAC • Professional, fluent English, spoken and written • For the Lead role: 5+ years of experience, ideally including leading or coordinating support processes • For the Lead role: Working knowledge of AV platforms such as Q-SYS, Crestron, Extron or Dante • For the Lead role: Experience with ITIL-based workflows, SLA tracking and incident management • For the Lead role: Experience maintaining high-availability networks and servers • For the Lead role: Understanding of how applications interact across network, OS and application layers • For the Lead role: Confidence handling escalated client situations and leading client meetings • Strong communication and technical writing skills • Structured problem-solving and ticket discipline • Ability to work independently and know when to escalate • Curiosity about technology and root-cause analysis • Nice to have: Experience with JIRA, RMM/monitoring tools and documentation platforms • Nice to have: Interest in and knowledge of AI tools • Nice to have: Mandarin, Japanese, Korean or another regional language

🏖️ Benefits

• Remote, client-focused support work • On-the-job AV experience development • Onboarding alongside the team in Amsterdam • Opportunity to help shape the support team and regional support playbook • Opportunity to coach colleagues and help onboard new team members

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