We're looking for a Junior Technical Support Engineer to join our Technical Support team, based in Singapore.

In this role, you will…

• Own the resolution of complex customer technical issues: connector failures, data pipeline breaks, authentication errors, schema mismatches, and integration problems with accuracy, clarity, and pace.
• Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings clearly to both non-technical customers and engineering stakeholders.
• Serve as a domain expert shaping our AI-driven support experience: reviewing bot responses for technical accuracy, curating knowledge sources, and helping define where AI can handle queries autonomously versus where human judgment is required.
• Partner closely with Product, Engineering, and Customer Success to resolve escalated cases and keep the customer experience coherent across handoffs.

Your day-to-day work and responsibilities include…

• Diagnosing and resolving technical or experience queries spanning the full product surface, and spotting signals of broader account or product risk to route proactively to CS or Product.
• Reviewing AI-generated support responses for genuine problem resolution (not just keyword matching), and feeding that signal back into knowledge base and bot improvements.
• Contributing to prompt engineering for technical bot flows: shaping diagnostic questions, refining response templates, and ensuring the bot reflects our real product behavior.
• Maintaining clear, well-structured documentation: known issues, technical FAQs, and resolution guides that reduce repeat contact.
• Writing well-structured bug reports with clear reproduction steps when escalating to Engineering.
• Collaborating with Customer Support Consultants on cases that span commercial and technical ownership.

This position is for you if you have…

• 1 year experience in technical/customer support, solutions engineering, or technical operations, ideally in a SaaS environment.
• A natural instinct to investigate, reproduce, and diagnose, comfortable with ambiguity and rigorous about documenting findings.
• Familiarity with data connectivity concepts: APIs, OAuth authentication, data pipelines, or schema structures (you don't need to be an engineer, but you need to be comfortable in that territory).
• Genuine curiosity about how AI is reshaping technical support, with a readiness to actively contribute to AI-powered workflows, experience improving bot content, diagnostic flows, or knowledge base accuracy is a strong differentiator.
• Strong communication skills: able to translate technical complexity for customers and engineers alike.
• A structured, methodical approach to managing multiple open cases with clear prioritization.

Nice to have: familiarity with common data destinations/sources (Google Sheets, BigQuery, Looker Studio, Meta Ads, Google Ads); experience with Zendesk or similar ticketing platforms; SQL or basic scripting ability; experience with self-serve support models or help centre management.

Benefits we offer…

• Competitive compensation package, including equity
• Great work equipment, and home office allowance for those working in our fully remote locations
• Health care benefit and leisure time insurance
• Annual personal learning budget (for Sales: various external trainings to support your career development)
• Sports and wellbeing allowance

Benefits may vary depending on location.

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.

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