Software Engineer
Lead APAC front‑line support for complex SaaS issues, analyzing application workflows, system behavior, and database records to diagnose and resolve production problems while collaborating with product, engineering, and infrastructure teams.
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We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues. In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution. This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations. You will also act as the primary technical contact for customers in the APAC region . This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations. As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe . This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.
What You'll Do
Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
Make prioritization and escalation decisions independently during regional business hours
Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale
What You'll Need
Posted June 22, 2026