About the Role

The Support Engineer sits within the Service Delivery Team and is responsible for keeping deployed solution environments running reliably across different sites. The role covers L1 and L2 support across the underlying cloud infrastructure and solution platforms, working with channel partners and end-clients to resolve incidents, monitor system health, and assist with new deployments.

This is a hands-on technical role suited to early-career engineers who are curious about AI, networking, IoT, video analytics, and cloud systems. The work is supported by AI tools throughout the support lifecycle. The engineer is expected to use these tools actively and contribute ideas that improve how AI is applied within the team.

Key Responsibilities

Provide L1 and L2 technical support across company's solution platforms and the supporting cloud infrastructure
Triage, troubleshoot, and resolve incidents raised by channel partners and enterprise end-clients within agreed service levels
Monitor system health, identify recurring issues, and escalate L3 cases to senior engineers or product teams with proper documentation
Assist with configuration, commissioning, and handover of new deployments
Maintain accurate records in the ticketing system, including root cause notes, resolution steps, and follow-up actions
Conduct ad hoc site visits to partner or end-client locations when on-site intervention is required
Participate in after-hours standby to handle urgent incidents outside office hours
Use AI-assisted tools for diagnostics, knowledge retrieval, and documentation, and contribute prompts, workflows, and ideas that strengthen how the team applies AI to support operations
Maintain and update internal knowledge base articles, runbooks, and troubleshooting guides

Requirements

Diploma in Information Technology, Computer Engineering, Network Engineering, Electronics, or a related field
Foundational understanding of computer networking concepts, including TCP/IP, DNS, DHCP, VLANs, and wireless LAN
Familiarity with cloud platforms such as AWS, Azure, or Huawei Cloud is an advantage
Awareness of AI, IoT, CCTV, or video analytics technologies is an advantage
Confidence using AI tools in day-to-day work, with a willingness to learn prompt engineering and contribute to AI workflow improvements
Strong communication skills in English, with the ability to explain technical issues clearly to non-technical stakeholders
Customer-focused mindset and a methodical approach to troubleshooting
Open to ad hoc travel within Singapore for site visits
Willing to participate in after-hours standby support

What You Gain

Direct exposure to enterprise WiFi, AI, IoT, location intelligence, and video AI technologies in live production environments
Hands-on experience supporting deployments at major Singapore enterprises through TechStudio's channel partner network
A working environment that integrates AI into daily operations, with room to shape how AI tools are adopted by the team
Mentorship from senior engineers and a clear technical growth path within the Service Delivery Team

AI Assisted Support Engineer