Company Overview
ADDVALUE INNOVATION PTE LTD, a subsidiary of Addvalue Technologies Ltd (SGX-listed), innovates satellite-based communication terminals and solutions.
Job Summary
The Senior Customer Technical Support role provides expert-level technical assistance, acting as the primary escalation point for complex issues. You will ensure effective resolution, clear communication, and coordinate with engineering and stakeholders to maintain service reliability and customer trust.
Responsibilities
- Lead escalation and resolution of complex or high-impact customer technical issues to maintain service reliability
- Conduct in-depth technical analysis and troubleshooting using logs, telemetry, and diagnostic tools to identify root causes
- Communicate clear technical findings and actionable recommendations to customers to enhance understanding and satisfaction
- Collaborate closely with engineering and internal teams to drive timely issue resolution and root cause analysis
- Identify recurring technical issues and contribute to improving documentation, processes, and overall support effectiveness
- Interpret system behavior across hardware, software, and network layers to support troubleshooting and resolution
- Explain complex technical issues clearly to both technical and non-technical stakeholders during customer-facing interactions
- Work cross-functionally with engineering, product, and operations teams to resolve issues and improve service delivery
- Demonstrate a high ownership mindset by driving technical issues to closure efficiently
Preferred competencies and qualifications
- Bachelor's degree in Engineering, Computer Science, Telecommunications, or related technical field, or equivalent practical experience
- Minimum 5 years of experience in technical support, systems engineering, or customer-facing engineering roles
- Ability to troubleshoot complex systems using logs, telemetry, and diagnostic tools
- Experience working with networks, embedded systems, RF/communications systems, or large-scale operational platforms is advantageous
