Support Engineer

• Contribute to the development of the ZEISS IQS Global Software Support HUB structure and strengthen the Software 2nd level Support Team, with a focus on the APAC region.
• Analyze, troubleshoot, and sustainably resolve complex customer issues related to ZEISS software products and connected IT environments.
• Serve as the technical interface between 1st level support, 3rd level support, product management, software development, and global support functions.
• Maintain the knowledge base and document resolved cases in a structured manner to enable sustainable knowledge transfer.
• Provide timely 2nd level support for ZEISS software products and related IT environments.
• Analyze, reproduce, troubleshoot, and resolve escalated software incidents and customer reported issues.
• Utilize remote diagnostic tools to investigate and resolve customer system issues.
• Manage and document incidents with defined escalation and management processes.
• Create, maintain, and continuously improve software support documentation and knowledge base content.
• Stay up to date with software product updates, new releases, and support procedures.
• Travel domestically and internationally when required to support critical customer cases, projects, or training activities.
• Perform other related duties and responsibilities as assigned.

Technical Support Engineer, Software

• Collaborate with internal teams to deploy in-house developed software and configuration changes to Linux/Unix servers, ensuring seamless completion with no service disruption
• Troubleshooting server issues related to Linux/Unix
• Provide operational support across a suite of production systems and services running on the cloud
• Proactively monitor the system logs, system monitoring and performance of Linux/Unix systems and services, responding promptly to incidents and alerts, and keeping stakeholders informed of resolutions
• Collaborate with DevOps, development, and support teams to deploy and manage applications
• Participate in a 24/7 on-call rotation, with flexibility for night shifts, weekends, variable schedules, and necessary overtime
• Provide Tier-1 Linux/Unix support for mission-critical production services
• Create and maintain documentation for daily processes, enhancing team collaboration, learning, and training
• Manage and troubleshoot network services (DNS, DHCP, NFS, FTP, SSH, etc.)

Product Support Engineer

• Provide swift, high-priority support to Premium customers, responding within strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate internally to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation that improves team efficiency.
• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

Support Engineer II

Support Engineer I

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
• Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys.
• Proactive Support: Go beyond issue reporting to monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients.
• Process Automation: Identify manual, repetitive workflows across the support function and build automations that free the team to focus on higher-impact work and get ahead of customer issues before they surface.
• Brokerage Support: Investigate trade discrepancies, support asset movement, and monitor trade execution quality in close collaboration with Asset and Brokerage Operations teams to keep brokerage clients running without disruption.
• Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos.
• Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth.

Support Engineer jobs in Singapore

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Technical Support Engineer, Software

Product Support Engineer

Support Engineer II

Support Engineer I

Technical Support Engineer