About the Role

As anAssociate Technical Support Engineer (L1) on our Customer Success team, you'llown the front line: triaging incoming queries, performing product fine-tuning,running hands-on technical diagnostics, and turning customer-reported issuesinto fast, confident resolutions.

This isn't alegacy support role. We've built it around modern tooling - you'll work dailywith AI tools like Claude and Cursor to write test scripts, generate reports,and verify issues in a fraction of the time it used to take. You'll spend realtime in the trenches of technical problem-solving, not just following a script.

You'll alsoget hands-on exposure to day-to-day security operations, helping keep ourinfrastructure locked down and giving you a genuine foothold intocybersecurity. Senior engineers and cybersecurity experts will train youdirectly - this is a role designed to grow you fast, not just keep you busy.

If you lovesolving problems, want to work at the intersection of AI tooling and realinfrastructure, and are curious about security, this is where you start.

What the Work Actually Looks Like

Day to day work:

. Assist in fine-tuning of the product to deliverexceptional customer experience.

. Troubleshooting product issues, diagnosing underlyingcauses across multiple products and communicate findings to the relevanttechnical team.

. Assist in product administration, such as onboarding,offboarding and general account administrative duties in our products.

. Provide professional response to customer questions,from general inquiries to basic technical issues, and escalating anythingbeyond L1 scope to the right team.

. Keeping our documentation up to date, capturing bestpractices, resolved issues, and tips that help the whole team work smarter.

Responsibilities

. Own the incoming customer support tickets end to end:triage against the severity matrix, respond within SLA, investigate, resolve orescalate, and close the loop with the customer.

. Participate in the 24x7 on-call rotation.

. Perform investigation and fine-tuning as a corerecurring duty, reducing false positive volume for customers over time.

. Maintain and improve internal support documentation(scenario runbooks, FAQ) as new cases are resolved.

. Work with the engineering team on recurring issues thatneed product-level fixes, providing well-documented reproduction steps andcustomer impact context.

. Support customer onboarding activities.

Requirements

. Minimum Diploma in Information Technology,Cybersecurity, or similar.

. Basic knowledge of: computer networking, SSL/TLS, CDNs,HTML, software development, containers, Linux.

. Able to communicate technical findings clearly andprofessionally in written English to customers of varying technical depth,including sensitive government and enterprise accounts.

. Only Singapore citizens and PRs need to apply.

What You'll Pick Up on the Job

. AI and practical, daily use of AI coding agents (ClaudeCode, Cursor) for scripting, log analysis, and debugging - a skill increasinglyexpected in SOC/DevSecOps career tracks.

. Real exposure to AWS infrastructure, DNS/CDN/loadbalancer setups, and TLS/certificate management.

. Cybersecurity.

. Kubernetes.

. Enterprise-grade software development skills.

. A direct path toward DevSecOps, SOC analyst, orsecurity engineering roles.

Good to Have

. Exposure to AWS.

. Experience with web scraping and crawling.

. Basic SQL.

. Prior experience in a technical support, SOC, NOC, orMSSP environment.

. Personal experience using AI coding tools (Claude Code,Cursor, Copilot, etc.), even informally for school projects.

If you're a poly grad who wantstechnical, hands-on work where you'll get real infrastructure exposure, learnto use the same AI tooling that senior engineers use, and have a visible trackinto security/DevSecOps, this role is a good start.