Technical Support Engineer

5 days ago

Singapore Loftware, Inc. Full time

We are looking for a **Technical Support Engineer** to join our team in **Singapore.**

As a Technical Support Engineer, you will analyze customer issues with deep understanding of all logs and data being gathered. You will diagnose and quickly resolve customer and product issues. You will provide insight into customer issues utilizing remote working sessions to review production performance and provide analysis and reaction plans for errors/failures. You will manage any other reasonable tasks including flexibility to work and participate in 24x7 on-call rotation for off normal business hours escalations.

As part of the Technical Support team you will collaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patches. You will analyze infrastructure issues and communicate those issues to Operations and Development teams if needed. You will have competence in handling escalations requiring attention beyond the scope of the Technical Support Team.

**Responsibilities**:

- implementation of simple solutions for our customers and partners
- installation of the product for our customers when installation fails
- understanding of more complex solutions that are made by internal PSG team
- administration of internal support matters
- providing feedback on key customer needs to other internal teams
- help in preparation of technical documents and teaching materials

**Required qualifications**:

- fluent in English (additional language i.e. Chinese is a need)
- 3+ years of work experience supporting external clients in technical field
- experience with setting up software and printers
- knowledge of Microsoft server operating systems
- knowledge of network principles (TCP/IP, HTTP/HTTPS, DNS, DHCP, Active Directory)
- basic knowledge of VBScript, Python scripting languages
- basic knowledge of SQL, MySQL, Oracle, Access databases
- knowledge of current Microsoft software (Windows, Office)

**Soft Skills**:

- motivated and focused on details
- ability to perform multiple tasks simultaneously
- being able to meet deadlines independently and effectively
- excellent communication skills (oral, written, interpersonal, organizational)
- strong problem-solving skills and strong work ethic
- being a team player to gather and share the knowledge inside of the team

**More about us**:
Maintaining a global presence with offices in US, UK, Germany, Slovenia, China, and Singapore, Loftware boasts over 35 years of expertise in solving labeling challenges. We help companies improve accuracy, traceability and compliance while improving the quality, speed, and efficiency of their labeling. As the leading global provider of Enterprise Labeling and Artwork Management solutions, Loftware enables supply chain agility, supports evolving regulations, and optimizes business operations for a wide range of industries.

**Why join us?**

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
- Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
- We use the power of the global team.
- We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

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