Technical Support Engineer (Video Contact Center)
About the role
The Technical Support Engineer (Video Contact Center) will provide technical support to customers using the company's intelligent customer engagement platform. The role involves managing, maintaining, and troubleshooting IT systems, addressing customer queries, suggesting solutions, and guiding users through product features. Key responsibilities include resolving technical issues, documenting and prioritizing support tickets, liaising with product developers, performing technical troubleshooting remotely or onsite, and occasionally traveling to customer sites globally. The position requires strong communication skills, technical expertise in Java/.NET, Windows/Linux, web technologies, and experience supporting contact center environments. The company is a fast-growing Singapore-based technology firm serving major clients in banking, telecommunications, and hospitality across 12+ countries.
Must have
- Bachelor’s degree in computer science, Software Engineering, or a related field.
- Good knowledge of Java and/or .NET
- Good knowledge of Windows, and Linux ecosystems
- Good knowledge of Web & Application Servers like Tomcat and IIS
- Good knowledge of Web Basics, HTML, CSS & JS
- Good knowledge of SQL
- Knowledge & experience in supporting CTI or IVR or PBX or any Agent Desktop Application is required.
- Must be good in analysing application logs, SQL server logs, error logs and event viewer logs.
- Must be good in troubleshooting and root causing issues.
- 2+ years of hands-on industry experience in a similar role preferrably in software support.
- High general intelligence
- Strong troubleshooting, root causing and issue resolution skills
- Good written and verbal communication skills in English.
- Attention to detail and quality-oriented
- Strong sense of responsibility and accountability, with a desire to take ownership
- Ability to prioritize and handle multiple tasks based on business needs
- Desire to work in a fast-paced environment.
Nice to have
- Having experience handling production issues in a Contact Center environment will be a plus.
- Engineers who have worked as in-house engineers / site engineers supporting any application-based contact center products at customer sites in banks or telcos are preferred.
Technologies
- CSS
- .NET
- HTML
- IIS
- Java
- Linux
- SQL
- SQL Server
- Tomcat
- Windows
Highlights
The role is a long-term contract with a hybrid work arrangement. Working days are Monday to Friday, with hours depending on project requirements and may require flexibility for global time zones, especially USA. Occasional travel to customer sites worldwide may be required. Benefits include great remuneration, flexible work arrangement, performance bonus, private health insurance, and accelerated career growth.
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