Regional Product Support Associate

4 days ago

Singapur, Singapore Shopee Full time
Regional Product Support Associate - Engineering Team

Join to apply for the Regional Product Support Associate - Engineering Team role at Shopee .

About The Team

Shopee Regional Product Support (Reg PS) Team plays a critical role in Shopee’s product operations. Acting as the bridge between Product, Engineering, Operations, and Customer Service teams, the PS team ensures the stability of Shopee’s services and delivers a seamless user experience across all markets—around the clock.

Beyond issue handling, the team is also responsible for defining and refining standardised operational processes that uphold the quality and reliability of Shopee’s products. With a strong focus on cross-team collaboration, issue resolution, and process optimisation, the PS team is a key force behind the scalable, resilient operation of Shopee’s ecosystem.

Since 2025, the team has placed greater emphasis on data refinement and analysis on top of standardised workflows. By introducing automation and exploring AI-driven applications, the PS team actively drives improvements in operational efficiency—both for local product teams and regional operations—enabling faster insights, better decision-making, and more proactive issue prevention.

Responsibilities
  • Respond to system queries, perform troubleshooting, and conduct root cause analysis to identify and resolve reported issues.
  • Efficiently resolve or escalate problems, ensuring timely updates and clear communication with stakeholders.
  • Assess reported issues and determine appropriate priority and urgency for resolution.
  • Collaborate closely with key stakeholders including Product Managers, Software Developers, QA Engineers, and the Operations team.
  • Learn the operations and inner workings of our products from the ground up.
  • Evaluate recurring issues and generate system stability reports for internal teams.
  • Identify opportunities to automate operational workflows and standardise manual processes.
  • Support continuous improvement initiatives and cross-team projects.
Requirements
  • Bachelor’s degree in a relevant field. A background in Computer Science, Engineering, or related disciplines is an advantage.
  • Prior experience in a similar role is preferred, but we welcome applicants with strong troubleshooting and problem-solving capabilities.
  • Strong analytical skills with the ability to understand system behavior and develop action plans independently.
  • Excellent communication and stakeholder management skills.
  • Ability to manage multiple tasks with minimal supervision and adapt to a fast-paced environment.
  • Demonstrated self-learning ability with curiosity to understand new systems, technologies, or tools.
  • Familiarity or strong interest in IT systems and/or e-commerce platform functionalities.
  • A strong sense of ownership and accountability for outcomes.
  • Willingness to work on weekends, public holidays, and campaign days when scheduled (off-in-lieu provided)
Preferred Qualifications
  • Experience working with multiple stakeholders across different functions or regions.
  • Hands-on experience in data analysis, including using BI tools (e.g., Tableau, Power BI)
  • Ability to write basic scripts or code (e.g., Python, Shell, SQL) for automation or data extraction.
  • Previous exposure to product support, technical account management, or customer-facing technical roles.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development
  • Internet Marketplace Platforms
  • Technology, Information and Internet
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