Product Support Engineer - APAC
Core
Technical escalation point between frontline Support and Product Engineering, resolving complex issues involving integrations, APIs, data, and workflows without writing code fixes.
Role type
Senior IC Product Support Engineer (APAC)
Builds
Escalation pathways, documentation, enablement, and handoff models for global Support teams
Domain
SaaS / HR Tech / Customer Support
Required skills
API debugging, log analysis, database querying, root cause analysis, technical documentation, cross-timezone collaboration, stakeholder management
Preferred skills
Experience with SaaS applications, data migrations, workflow automation, process improvement
Technologies
Plain, GitHub, Datadog, databases, codebase
Responsibilities
Investigate complex technical issues to determine if they are configuration/data issues or product defects; escalate validated bugs to Engineering with reproduction steps; build APAC coverage and handoff models with EMEA and AMER teams; identify recurring issues and drive process/tooling improvements; partner with Product and Engineering on recurring product improvements.
Seniority
Senior, hands-on IC
