About the Role
This role involves providing technical assistance to customers during nighttime hours, with a focus on troubleshooting, documentation, and ensuring timely resolution of issues in the APAC region.
Responsibilities
- Respond to customer inquiries during overnight hours
- Diagnose and resolve technical problems reported by users
- Escalate complex issues to engineering teams when necessary
- Maintain accurate records of support cases and resolutions
- Collaborate with global teams to ensure seamless service coverage
- Follow established procedures for incident management
- Communicate clearly with non-technical users
- Monitor system alerts and respond to outages
- Provide feedback to product teams based on user reports
- Assist in updating knowledge base articles
- Ensure compliance with security protocols during support interactions
- Work within ticketing systems to track issue progress
- Adhere to service level agreements for response times
- Support integration-related troubleshooting
- Guide customers through configuration steps
- Identify recurring issues and suggest improvements
- Participate in on-call rotations if required
- Stay current with product updates and changes
- Deliver consistent support quality across channels
- Handle sensitive data with confidentiality
- Use remote access tools securely when needed
- Report system anomalies promptly
- Follow escalation paths for unresolved tickets
- Assist in onboarding new support team members
- Contribute to post-incident reviews
Nice to Have
- Experience supporting enterprise software
- Background in tax or compliance technology
- Knowledge of automated testing tools
- Certifications in IT support or networking
- Experience with Kubernetes or containerized environments
- Familiarity with logging and tracing systems
- Previous work in 24/7 operations teams
- Understanding of data privacy regulations
- Experience in fintech or regulatory domains
- Knowledge of CI/CD pipelines
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote with night shift availability required
Team
Part of a global support team providing coverage across time zones
Shift Schedule
This role operates on a night shift schedule aligned with APAC time zones, typically starting in the evening and extending into early morning hours to ensure coverage for customers in Asia and Australia.
Growth Opportunities
Team members have access to internal training programs and mentorship, with pathways to advance into senior support, escalation engineering, or technical account management roles.
Technology Stack
Support specialists work with cloud infrastructure, API-driven services, logging platforms, and internal tools built on modern DevOps practices.
Not applicable for this position
