About this role
Troubleshooting high-impact issues and resolving novel technical problems via support tickets and live calls forms the core of daily responsibilities in this Singapore-based position. The User Operations team builds the initial post-AGI support infrastructure, guiding customers ranging from early-stage startups to established global enterprises through product adoption and technical hurdles.
Operating in a fast-moving environment, the person in this role works directly with customers while partnering with Engineering, Product, and Operations to improve systems, reduce bugs, and transform support scalability through automation and AI technology. A standard five-day work week includes covering weekend shifts, such as Tuesday through Saturday or Sunday through Thursday schedules. Candidates who thrive here possess deep curiosity, enterprise communication skills, and comfort with ambiguity.
What you will do
- Work directly with customers to troubleshoot and resolve complex technical issues including API failures, integration challenges, authentication errors, and production incidents.
- Serve as a critical escalation point and line of defense, partnering with Engineering teams to resolve and prevent recurring problems.
- Leverage scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
- Translate learnings from customer issues into scalable solutions in partnership with Product and Go-To-Market teams.
- Drive operational excellence by identifying opportunities for automation and AI-powered workflows that increase team efficiency.
- Provide occasional holiday and weekend support on call coverage as required by business and customer needs.
What you need
- Bring eight or more years of experience in User Operations, Engineering, Support Engineering, or similar technical roles within high-growth tech startups or fast-paced environments.
- Demonstrate comfort using emerging technologies like Codex, ChatGPT, and the OpenAI API to script or engineer code in languages such as Python.
- Possess expert-level SaaS troubleshooting skills and the ability to rapidly understand new technologies and complex concepts.
- Maintain polished enterprise communication skills and remain calm with high-stakes customers during live incident calls.
- Hold a Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
Benefits
- Relocation assistance
Skills and tech stack
Questions candidates ask
What is the remote work policy for this position?
This role is based in Singapore and uses a hybrid work model requiring three days in the office per week. Relocation assistance is available to new employees.
What are the work schedule expectations regarding weekends?
Each person in this role works a standard five-day work week with one of the days covering weekend shifts each week, such as Tuesday through Saturday or Sunday through Thursday.
What kind of experience is required for this role?
Applicants need eight or more years of experience in User Operations, Engineering, Support Engineering, or similar technical roles within high-growth tech startups or fast-paced environments.