About Company
Are you driven by solving complex technical challenges and providing exceptional customer experiences? Career.zycto is at the forefront of innovative technology solutions, empowering businesses globally. We believe in fostering an environment where technical expertise meets genuine client care. For a Customer Engineering Support professional, this means access to cutting-edge tools, continuous learning opportunities, and a supportive team dedicated to making a real impact. Join us and shape the future of customer success, leveraging your skills in a dynamic and flexible work setting designed for your growth and well-being.
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Job Description
Career.zycto is searching for a highly motivated and technically proficient Customer Engineering Support professional to join our dynamic team in Singapore. This role offers the unique advantage of flexible hours, allowing you to manage your work-life balance while contributing significantly to our global customer success. As a Customer Engineering Support specialist, you will be the bridge between our innovative products and our valued clients, providing expert technical assistance, troubleshooting complex issues, and ensuring seamless product functionality. You will delve deep into technical problems, diagnose root causes, and implement effective solutions, ranging from software configurations to network diagnostics.
We are looking for someone who thrives on problem-solving, possesses a strong understanding of various technical environments, and excels in clear, concise communication. Your day-to-day will involve interacting with customers across diverse industries, understanding their unique challenges, and guiding them through technical processes. You’ll play a crucial role in maintaining high customer satisfaction, working closely with our engineering and product teams to relay feedback and drive continuous improvement. This position demands a proactive approach, a commitment to technical excellence, and the ability to adapt to evolving technological landscapes. If you are passionate about technology, dedicated to customer success, and seeking a role where flexibility is key, we encourage you to apply. You will contribute to a culture of innovation, learning, and collaborative problem-solving, helping our customers achieve their goals with our state-of-the-art solutions, all while enjoying the benefits of a flexible work schedule.
Key Responsibilities
- Provide expert technical support to customers via multiple channels (email, chat, phone, remote sessions) for Career.zycto's suite of products and services.
- Diagnose, troubleshoot, and resolve complex technical issues related to software, hardware, network connectivity, and system integrations.
- Document all support interactions, resolutions, and steps taken in the ticketing system accurately and thoroughly.
- Collaborate closely with the engineering, product, and QA teams to escalate critical issues, provide detailed bug reports, and contribute to product enhancements.
- Develop and maintain a comprehensive knowledge base, creating self-service articles and internal documentation to empower customers and colleagues.
- Proactively identify recurring issues and trends, working towards long-term solutions and preventative measures.
- Participate in on-call rotations or flexible scheduling as needed to ensure continuous customer coverage and support.
Required Skills
- 2+ years of experience in a technical support, engineering support, or similar client-facing technical role.
- Strong proficiency in troubleshooting complex software applications, operating systems (Windows, Linux), and networking protocols (TCP/IP, DNS, HTTP/S).
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Demonstrated problem-solving capabilities and a methodical approach to issue diagnosis and resolution.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, JIRA) and remote support tools.
- Ability to work independently and as part of a team in a fast-paced, flexible environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience with cloud platforms (AWS, Azure, GCP) or virtualisation technologies.
- Basic scripting skills (e.g., Python, Bash) for automation and log analysis.
- Familiarity with database concepts (SQL) and API integrations.
- Industry certifications (e.g., CompTIA A+, Network+, CCNA, ITIL).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Flexible working hours and hybrid work model to support work-life balance.
- Generous paid time off, including annual leave, sick leave, and public holidays.
- Opportunities for continuous professional development, training, and certification sponsorships.
- Modern office environment with collaborative workspaces and access to the latest technology.
- Employee wellness programs and team-building activities.
How to Apply
To embark on this exciting journey with Career.zycto, please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are passionate about customer engineering support with flexible hours.
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