Technical Support

Support & Customer Engagement Manage customer support requests and incidents across global clients, ensuring timely resolution and communication Participate in customer calls and meetings to analyze, troubleshoot, and resolve reported issues Translate support tickets into actionable Jira tasks for product and engineering teams Prepare and support demo environments for customer and partner presentations Provide technical explanations during sales demos and customer onboarding processes Testing & Quality Assurance Perform application testing across web and mobile platforms (iOS & Android) Conduct API testing and validation using tools like Postman or similar Write, maintain, and execute test cases (manual and automated) Develop and run automated tests to improve product reliability Identify bugs, edge cases, and usability issues during testing cycles Documentation & Knowledge Management Write and maintain product documentation and API documentation Create internal knowledge base articles and troubleshooting guides Ensure documentation is clear, structured, and aligned with product updates Technical & Operational Tasks Work with databases for data validation, troubleshooting, and analysis Manage MDM licenses for Famoco devices, including: Device onboarding/offboarding Remote application installation and updates Support integrations and data flows between systems AI & Process Optimization Use AI tools to enhance: Testing workflows Documentation creation Support response efficiency Continuously identify opportunities to automate and improve processes 4. Requirements Must-have: 2+ years of experience in technical support, QA, or similar role in SaaS Experience with API testing tools (e.g., Postman) Basic understanding of databases (SQL) Experience with Jira or similar ticketing systems Strong analytical and problem-solving skills Excellent written and verbal communication skills in English Ability to work in SGT timezone and support global customers Nice-to-have: Experience with test automation tools (e.g., Playwright, Selenium) Familiarity with mobile app testing (iOS & Android) Experience with MDM platforms or device management (e.g., Famoco) Exposure to HR, payroll, or workforce management systems Interest in or experience using AI tools in daily workflows