Customer Support Engineer

2 weeks ago

Singapur, Singapore FONNGROUP APAC PTE. LTD. Full time

Fonn Group is hiring a Customer Support Engineer for our Singapore office to support cloud-native broadcast systems running production workflows at major news and sports organizations worldwide.What you'll support: Our Mimir and Saga platforms handle mission-critical content workflows for organizations like CBS News, NBCUniversal, BBC, and Sky News. When systems go down, live broadcasts stop. Your job is to keep that from happening-and fix it fast when it does.The work: First-line technical support for production environments. Troubleshoot cloud infrastructure issues, diagnose API problems, resolve authentication failures, optimize performance, and work with customer IT teams to solve integration challenges. This is hands-on technical work: reading logs, testing configurations, reproducing bugs, and implementing fixes.Location & Schedule: Based in Singapore. Part of global 24/7 support rotation covering APAC time zones, which means shift work including evenings and weekends. Production broadcast systems don't respect business hours-neither does this role.Key Responsibilities: Troubleshoot Production Systems Diagnose and resolve technical issues in real-time: cloud infrastructure problems, API failures, authentication errors (Auth0), performance degradation, configuration bugs, integration failures. Determine root cause-user error, misconfiguration, or product bug-and fix it or escalate appropriately. Incident Management Handle support tickets and emergency issues during your shift. Gather diagnostic data (logs, system metrics, reproduction steps), identify the problem, implement fixes or workarounds, and document the resolution. When a customer's live broadcast is at risk, you respond immediately. Technical Communication Explain complex issues clearly to both technical users (broadcast engineers, IT teams) and non-technical stakeholders. Provide realistic timelines for resolution. Keep customers updated during incidents. Your credibility comes from actually solving problems, not corporate speak. Build Knowledge Systems Write troubleshooting guides, runbooks, and documentation based on solved issues. Create resources that help customers self-serve and help your team resolve problems faster. Every ticket you close should make the next one easier. Product Feedback Identify patterns in support issues and push them back to engineering. When the same problem appears repeatedly, that's not a support issue-it's a product problem. Document it, quantify impact, and advocate for fixes. Your operational insights directly influence product roadmap. Global Team Coordination Collaborate with support engineers across time zones via Slack, ticketing systems, and video. Hand off complex issues cleanly between shifts. Share solutions and learnings. Maintain team documentation and escalation procedures. You're part of a 24/7 operation-teamwork isn't optional. Beyond fixing immediate problems, help customers optimize their implementations. Identify underutilized features, recommend best practices, suggest configuration improvements. Proactive support prevents future issues and increases product value.

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