About the Role
The Support Engineer sits within the Service Delivery Team and is responsible for keeping deployed solution environments running reliably across different sites. The role covers L1 and L2 support across the underlying cloud infrastructure and solution platforms, working with channel partners and end-clients to resolve incidents, monitor system health, and assist with new deployments.
This is a hands-on technical role suited to early-career engineers who are curious about AI, networking, IoT, video analytics, and cloud systems. The work is supported by AI tools throughout the support lifecycle. The engineer is expected to use these tools actively and contribute ideas that improve how AI is applied within the team.
Key Responsibilities
- Provide L1 and L2 technical support across company's solution platforms and the supporting cloud infrastructure
- Triage, troubleshoot, and resolve incidents raised by channel partners and enterprise end-clients within agreed service levels
- Monitor system health, identify recurring issues, and escalate L3 cases to senior engineers or product teams with proper documentation
- Assist with configuration, commissioning, and handover of new deployments
- Maintain accurate records in the ticketing system, including root cause notes, resolution steps, and follow-up actions
- Conduct ad hoc site visits to partner or end-client locations when on-site intervention is required
- Participate in after-hours standby to handle urgent incidents outside office hours
- Use AI-assisted tools for diagnostics, knowledge retrieval, and documentation, and contribute prompts, workflows, and ideas that strengthen how the team applies AI to support operations
- Maintain and update internal knowledge base articles, runbooks, and troubleshooting guides
Requirements
- Diploma in Information Technology, Computer Engineering, Network Engineering, Electronics, or a related field
- Foundational understanding of computer networking concepts, including TCP/IP, DNS, DHCP, VLANs, and wireless LAN
- Familiarity with cloud platforms such as AWS, Azure, or Huawei Cloud is an advantage
- Awareness of AI, IoT, CCTV, or video analytics technologies is an advantage
- Confidence using AI tools in day-to-day work, with a willingness to learn prompt engineering and contribute to AI workflow improvements
- Strong communication skills in English, with the ability to explain technical issues clearly to non-technical stakeholders
- Customer-focused mindset and a methodical approach to troubleshooting
- Open to ad hoc travel within Singapore for site visits
- Willing to participate in after-hours standby support
What You Gain