technical/application support analyst (level 3) in Singapore

about the company
Our client is a global technology and service provider and is also one the leading Cyber Seurity Company in the world. They pride themselves in emerging technologies and service of the highest level to their clients with more than 30 billion in sales for 2019. Apart from being the regional headquarter, Singapore also house the operations centre.

about the job

As a Level 3 Technical Support Analyst you will gain an in-depth knowledge of the product from end-to-end, work with large volumes of data using tools like Splunk and work closely with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.

• Triaging and prioritizing support cases
• Drive improvements and standard methodology within the wider teams
• Work with leadership team on strategy and insights
• Investigating issues raised via support cases, working directly with the customer
• Working with the Engineering, Operations and Product teams to resolve issues where vital
• Raising bugs where appropriate
• Presenting progress of issues/fixes to the customer and Customer Success organization
• Detailing investigations of new issues and new SOPs

skills and experience required

• Knowledge of programming, server architecture, networking and basic computing concepts such as resource contention, garbage collection and browser caching is highly desirable.
• Complex problem solving and analytical skills needed with a methodical approach.
• Ability to work to tight deadlines under pressure within a moderately chaotic environment.
• Ability to switch focus quickly as priorities change.
• Working with support teams and customers to gather the right information to resolve issues and communicate back resolutions and workarounds.
• Good communication skills with ability to present technical information in a clear and understandable way. contention, garbage collection and browser caching is highly desirable.

To apply online, please click on the appropriate link. Alternatively please contact Winson Tan at 6510 3638 to discuss more on the opportunity. EA: 94C3609 / R1113471