Your mission
Role Overview
We are hiring Product Support Specialist (SEA Region)s to build and provide L1 support for our global B2B SaaS platform serving enterprise clients. This role acts as the first point of contact for technical inquiries, drives high-quality resolution, monitors product usage quality, identifies bugs, and ensures structured escalation to higher tiers.
The position is fully written (non-voice) and requires accuracy, speed, and strong product learning capability.
Its important you are comfortable working GMT+8 timezones.
Key Responsibilities
Customer & L1 Technical Support
Respond to inquiries via chat and email in clear, professional English
Resolve common issues (login, permissions, configuration, product usage)
Follow troubleshooting playbooks and internal workflows
Maintain professional tone and expectation management
Ticket & SLA Management
Accurately categorise, prioritise, and document tickets
Use macros/templates consistently
Ensure clear internal notes and handovers
Adhere to SLA and priority frameworks across time zones
Internal Support & Escalation
Identify and escalate issues to L2 when required
Partner with Q&A to validate reproducibility and impact
Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)
Detect recurring patterns indicating product defects
Proactive Enablement
Develop support content (Help Centre, Academy)
Build scalable enablement systems
Contribute to root cause feedback loops
Align support performance with customer success outcomes
We are hiring Product Support Specialist (SEA Region)s to build and provide L1 support for our global B2B SaaS platform serving enterprise clients. This role acts as the first point of contact for technical inquiries, drives high-quality resolution, monitors product usage quality, identifies bugs, and ensures structured escalation to higher tiers.
The position is fully written (non-voice) and requires accuracy, speed, and strong product learning capability.
Its important you are comfortable working GMT+8 timezones.
Key Responsibilities
Customer & L1 Technical Support
Respond to inquiries via chat and email in clear, professional English
Resolve common issues (login, permissions, configuration, product usage)
Follow troubleshooting playbooks and internal workflows
Maintain professional tone and expectation management
Ticket & SLA Management
Accurately categorise, prioritise, and document tickets
Use macros/templates consistently
Ensure clear internal notes and handovers
Adhere to SLA and priority frameworks across time zones
Internal Support & Escalation
Identify and escalate issues to L2 when required
Partner with Q&A to validate reproducibility and impact
Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)
Detect recurring patterns indicating product defects
Proactive Enablement
Develop support content (Help Centre, Academy)
Build scalable enablement systems
Contribute to root cause feedback loops
Align support performance with customer success outcomes