L2 Support Engineer

We're looking for a dynamic and empathetic

L2 Support Engineer

to join our team in Singapore. In this pivotal role, you'll serve as a trusted leader and primary point of contact for our clients, ensuring exceptional service delivery, rapid issue resolution, and consistent achievement of service level agreements. You'll combine your technical expertise with strong interpersonal skills to drive customer satisfaction while managing a collaborative support environment. This position operates under a hybrid work model, requiring three days per week in the office.

Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence

Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process

Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities

Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting

Support on-call operations and act as manager in charge during critical incidents, providing expert guidance and ensuring 24/7 system availability

Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization

Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery

Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service

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