Support Engineer

**Build, Scale & Operate Leading DTC Brands alongside A-Players***:
**Maneuver Marketing**

Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.

In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$150M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.

These results caught the attention of The Financial Times, as they ranked us among APAC top High-Growth Companies in 2023, and in 2024, we've been awareded 2nd place on the E50, jointly organised by The Business Times and KPMG in Singapore. This is just the beginning of our journey though, and you could be part of the next stage of our growth

**Your Next Role**:
We are looking for an experienced Support Engineer to manage all our technical escalations, handle end-to-end onboarding and offboarding processes, as well as security management.

In this role you will be responsible for maintaining IT assets, handling ad-hoc setups and integrations, conducting root cause analysis during outages, and responding to various technical issues that impact business continuity.

You will have the opportunity to work on Shopify and its Tech Stack, maintain the software we leverage to the platforms we integrate, thus supporting the thousands of orders we process daily from customers worldwide.

**What You'll Do**:
**Onboarding & Offboarding**:

- Manage user accounts, system access, and permissions for new and departing employees
- Ensure seamless transitions by coordinating IT resources and hardware for onboarding and offboarding activities

**Access & Security Management**:

- Oversee user access rights, permissions, and roles across systems
- Implement and monitor security protocols to ensure compliance with best practices
- Detect and address security vulnerabilities, ensuring timely resolution

**IT Asset Management**:

- Maintain an up-to-date inventory of IT hardware and software assets
- Ensure optimal performance and lifecycle management of all hardware
- Recommend upgrades or replacements based on technical requirements and system performance

**Handle Technical Escalation & Support**:

- Respond swiftly to technical escalations, including:

- Website functionality errors or downtime
- Promotion and discount code issues
- Checkout system failures
- Social media or CRM connection outages
- Troubleshoot and resolve issues that impact system performance and user experience

**Root Cause Analysis & Outage Management**:

- Investigate and resolve the root causes of outages and other critical incidents
- Provide clear reporting on incidents and implement solutions to prevent recurrence

**Support Ad Hoc Tasks & Projects**:

- Lead IT setups, integrations, and other ad hoc projects as needed
- Collaborate with cross-functional teams to deliver IT solutions that enhance productivity and security

**How You’ll Succeed**:
Maneuver is an OKRs, KPIs & data-driven company. While we embrace creativity, we are more data-driven than intuition-based. Your success will be evaluated based on a number of metrics.

**System Uptime & Incident Resolution**:

- Ensure 99.9% uptime for all critical systems and respond to system outages or incidents within the defined SLAs.

**Efficiency in Onboarding/Offboarding & IT Support**:

- Meet the onboarding/offboarding SLAs with mínimal disruption to business operations and ensure access rights, security, and systems are properly managed.

**What You'll Bring**:

- Bachelor’s degree in CS, IT, or related field, with 3-5 years of experience in Systems Engineering or a similar role
- In-depth knowledge of security best practices and compliance standards and proven proficiency in managing security protocols, access rights, and IT asset management.
- Strong knowledge of website management, checkout systems, CRM integrations, and promotion management
- Hands-on experience with troubleshooting IT incidents, conducting root cause analysis, and resolving issues
- Solid understanding of web technologies (HTTP, DNS, SSL, CDN) and cloud platforms (AWS, Azure, GWS, or Google Cloud)
- Excellent problem-solving abilities and strong communication and teamwork skills to navigate a wide range of technical challenges effectively
- Familiarity with performance optimization tools (GTmetrix, Google PageSpeed Insights), hosting platforms (Cpanel, Namecheap), and data analysis/ visualization tools (Google Analytics, Tableau, Power BI, Microsoft Clarity) will be nice to have.