About the role
As a Senior Support Engineer, you’ll join a global team dedicated to providing ZEAL Products with top-tier assistance. Your role is to ensure support across various departments, including key stakeholders Customer Service, Product, Engineering, IT and others. From answering general queries about system behavior to serving as the first responder during major incidents, your expertise will be invaluable.
Key Responsibilities
- Gain in-depth knowledge of ZEAL products, their capabilities, and how ZEAL systems integrate with them. Collaborate with teams across ZEAL to build this understanding.
- Handle incident and problem management activities from start to end.
- Respond to and resolve inquiries via Jira support queues and, for critical issues, offer Teams assistance.
- Independently and collaboratively tackle user-reported problems, working closely with engineering teams.
- Maintain system availability and functionality in line with SLAs, assist with server-level upgrades and patches, and participate in disaster recovery exercises.
- Share insights, document knowledge, and track trends in user-reported issues to enable global team effectiveness
- Over 3 years in a technical support role, with familiarity in tools like Kibana, Grafana, PagerDuty, and Unix/Linux environments as well as general support.
- Proficient in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB).
- Basic experience with programming languages like Python, C#, or Java (though not a developer role).
- Excellent at prioritization and setting expectations while addressing immediate challenges.
- Thrive in fast-paced, reactive environments and proactively identifies areas for improvement.
- Experienced in managing multiple high-severity incidents simultaneously, with a background in incident management preferred.
- Open to 24/7 support shifts and handling incidents outside regular hours.
- Ready to collaborate with global teams across engineering, implementation, customer support, and operations.
- Work effectively with diverse colleagues in multiple time zones.
- Read, write and speak English and Mandarin fluently
- Life Insurance
- Medical Coverage
- Optical Coverage
- Meal Allowance
- Travel Allowance
- Health & Fitness Subsidy
- Long Service Rewards
- Staff Referral Bonus Program
Interview process:
- First session with TA team – 30-minutes
- First Interview with Hiring Manager – 1-hour
- Final interview with Head of Dept – 45-mins
