DoiT International

Product Support Specialist, APAC – 6-month contract

DoiT International

contract

Posted on:

Location Type: Remote

Location: Singapore

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Tech Stack

AWSAzureCloudGoogle Cloud PlatformServiceNow

About the role

  • Triage, troubleshoot, and resolve customer support requests in a timely and effective manner.
  • Guide clients through technical issue resolution via phone, email, and chat.
  • Own customer communication for escalated issues, coordinating with internal teams such as Software Engineering and Product Management to ensure resolution.
  • Preserve positive customer sentiment and maintain high customer satisfaction (CSAT) through professional and empathetic issue handling.
  • Identify recurring customer challenges and develop knowledge base articles, FAQs, and video tutorials to enable self-service.
  • Act as a subject matter expert, sharing product knowledge with other customer-facing teams.
  • Support pre- and post-onboarding activities to assist with a seamless customer journey.

Requirements

  • 2-4 years of experience in a B2B technical support role within a SaaS environment.
  • 1-2 years of hands-on support experience with a major public cloud platform (GCP, AWS, or Azure).
  • Proficiency with case management systems (e.g., Salesforce, Zendesk, ServiceNow) and bug tracking systems (e.g., Jira).
  • Exceptional verbal and written communication, interpersonal, and presentation skills in English.
  • Strong analytical and problem-solving abilities with a keen attention to detail.
  • Proven ability to prioritize tasks and manage workload effectively in a fast-paced environment.
Benefits
  • Health insurance
  • Professional development
  • Remote work options
  • Flexible work hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B technical supportSaaSpublic cloud platformGCPAWSAzurecase management systemsSalesforceZendeskServiceNow
Soft Skills
verbal communicationwritten communicationinterpersonal skillspresentation skillsanalytical skillsproblem-solvingattention to detailtask prioritizationworkload managementcustomer empathy