Product Support Engineer - APAC

About This Role

This role is for a Product Support Engineer to join a global team, establishing the technical Support Engineering presence in the APAC region. The position involves owning complex issues, investigating integrations, APIs, and data, and determining whether problems are product defects or can be resolved through support. The engineer will also build practical handoffs with EMEA and AMER teams and integrate APAC customer context into the scaling of Support Engineering.

Responsibilities

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows to determine whether Support can resolve them or Engineering should be involved
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues
• Build trusted working relationships with frontline Support, Engineering, Product, Customer Success, and customers
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback
• Partner with Product and Engineering on recurring product improvements by synthesizing customer patterns, validating defects, and sharing the technical context needed to choose between a product change, documentation, tooling, or process improvement
• Build the APAC coverage and handoff model with teammates in EMEA and AMER, while bringing regional customer patterns to the global Support Engineering team
• Track and improve the outcomes that matter: resolution speed, escalation quality, fewer avoidable Engineering escalations, frontline self-sufficiency, reduced customer effort, and customer confidence

Requirements

• Worked in a hands-on, customer-centric technical role where you independently investigate ambiguous issues involving APIs, integrations, logs, data, and application behavior
• Comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes
• Can distinguish a configuration, data, documentation, or enablement issue from a true product defect—and explain your reasoning clearly
• Write precise investigations that others can quickly understand and act on, and communicate thoughtfully with technical and non-technical audiences across time zones
• Naturally look beyond the immediate ticket and improve the systems around it through documentation, enablement, tooling, or process design
• Energized by building structure across a broad set of time zones within a global team

Benefits

• 10-year exercise window for stock options
• Unlimited PTO
• A $1,200 annual learning and professional-development budget
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop