Company Description
Our client is a global technology firm specialising in digital asset analytics and decision support, providing compliance, risk management, and intelligence tools that help organisations navigate the regulatory complexities of digital assets. They are recognised by the World Economic Forum as a Technology Pioneer and are trusted by Fortune 500 companies as well as high-growth financial services and fintech firms globally.
Role Overview
As a Technical Customer Support Analyst based in Singapore, you will be the first point of contact for customers across the region, acting as a technical product expert and trusted advisor.
You will support customers through onboarding and ongoing use of the platform, helping them resolve issues, understand product capabilities, and realise value quickly. This role works closely with Customer Success, Product, and Engineering teams and plays an important part in driving customer satisfaction and retention.
Key Responsibilities
- Manage day-to-day customer support queries in line with SLAs, including troubleshooting, account maintenance, training requests, and general enquiries
- Act as a technical expert on the platform, understanding customer use cases and mapping product capabilities to their compliance and risk needs
- Support customer onboarding and integrations, helping reduce friction and accelerate time-to-value
- Maintain a strong understanding of API documentation and product functionality to support customers and prospects
- Work closely with Product and Engineering to share customer feedback and identify improvement opportunities
- Own onboarding, monitoring, and ongoing support for a portfolio of small to mid-sized customers in the region
- Track and report on support tickets and customer issues to inform capacity planning, product roadmap discussions, and account reviews
- Collaborate with global support and customer success teams to ensure consistent processes and best practices
What You'll Achieve in the First 6 Months
- Build strong product knowledge and confidently handle customer support queries
- Deliver live training sessions or webinars for customers
- Successfully onboard customers and help them realise value from the platform
Key Requirements
- Bilingual in English and Mandarin (native or near-native preferred) to deal with Mandarin speaking customers
- Experience in B2B SaaS, technical support, or a complex technical environment
- Strong interest in blockchain, AI, or the future of financial technology
- Comfortable working with technical products, APIs, and backend systems
- Curious, proactive, and able to work independently in a fast-paced environment
- Strong problem-solving skills and the ability to remain calm under pressure
- Empathetic communicator who listens well and understands customer challenges
Nice to Have
- Experience in blockchain, compliance tech, or financial services
- Exposure to APIs, databases, or data analysis
- Experience working in a startup or scale-up environment
Only shortlisted candidates will be contacted.
