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 (SaaS)
Builds
Escalation reports, documentation, enablement materials, and process improvements for a global SaaS platform.
Domain
SaaS / HR Tech / Talent Management
Required skills
API debugging, log analysis, database querying, root cause analysis, technical documentation, cross-timezone collaboration, stakeholder management, issue triage, system architecture understanding, customer context synthesis
Preferred skills
Experience with SaaS integrations, data migration support, workflow automation, global team leadership
Technologies
Plain, GitHub, Datadog, SQL databases, REST APIs
Responsibilities
Investigate complex technical issues to determine if they are configuration/data issues or product defects; reproduce bugs and provide Engineering with validated escalation reports; identify recurring issues and drive process or tooling improvements; build APAC coverage and handoff models with global teams; partner with Product and Engineering on recurring product improvements.
Seniority
Senior, hands-on IC
