Technical Support Engineer (6-month contract, APAC time-zone)

Our client is a modern, product-focused tech company working on protecting and managing sensitive data. They are looking for a Technical Support Engineer (Middle level) with strong networking knowledge and solid troubleshooting skills. You will join the Customer Success department and closely collaborate with engineering and integration teams. The role involves supporting customers, helping them configure and integrate the system, and even contributing code changes to improve the platform.

This is a great opportunity for someone who enjoys solving complex technical problems, working directly with customers, and driving improvements in SaaS solutions.
 

Requirements:

• 4+ years of experience as a Technical Support Engineer.
• Experience supporting SaaS products.
• Strong understanding of the OSI model and HTTP protocol.
• Solid software troubleshooting skills, with the ability to understand systems end-to-end.
• Basic knowledge of Test Driven Development, Git, SQL, and Linux.
• English — Upper-Intermediate or higher.
• Excellent communication, collaboration, and problem-solving skills.
   

Would be a plus:

• Experience with Docker and AWS.
• Coding skills (e.g., contributing small fixes or enhancements).
• Proven ability to manage projects and coordinate cross-functional work.
   

Responsibilities:

• Take ownership of customer issues and drive them through to resolution.
• Support customer onboarding as the primary technical point of contact.
• Collaborate with Account Management to understand customer requirements and map them to solutions.
• Assist customers with platform integration, translating requirements into code-level solutions.
• Engage with development teams to escalate bugs, create feature requests, or obtain missing information.
• Create or update technical documentation based on request investigations.
• Contribute fixes and enhancements via pull requests to product components.
• Meet or exceed SLA targets consistently.
• Participate in on-call support rotation and respond to emergencies when needed.