ADVANCE.AI is a leading AI company that provides digital transformation, fraud prevention, and process automation solutions for enterprise clients. A leader in Artificial Intelligence, risk management and has a global footprint with operations across ASEAN and wider APAC and Latin America it currently partners over 700 enterprise clients across banking, financial services, fintech, payment, retail and e-commerce sectors. ADVANCE.AI has a global footprint across 12 markets in 3 continents.
ADVANCE.AI is part of Advance Intelligence Group,
a Series D-backed Tech Unicorn valued at US$2 billion, and also one of the largest independent technology startups based in Singapore. Founded in 2016, the Group has presence across South and Southeast Asia, Latin America and Greater China. The Group is backed by top tier investors SoftBank Vision Fund 2, Warburg Pincus, Northstar,Vision Plus Capital, Gaorong Capital, Pavilion Capital, GSR Ventures and Singapore-based global investor EDBI.
Ranked among LinkedIn's Top 15 Startups in Singapore in 2022 (the third year in a row we've been on the list), we are partners with 700+ enterprise clients across Southeast Asia, South Asia and Mexico in sectors such as banking, financial services, fintech, payment, retail and e-commerce.
Advance Intelligence Group employees are united by a shared vision and purpose: to
Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Job Overview
We are looking for a
Tech Support Engineer to provide technical support and ensure a smooth customer experience. This role involves troubleshooting issues, supporting customers (on-site and remotely), and working closely with internal teams to resolve technical problems efficiently.
Key Responsibilities
- Provide on-site training and remote/on-site technical support
- Troubleshoot issues by analyzing logs and developing test scripts
- Respond to customer inquiries via phone, email, or chat in a timely manner
- Manage and track support tickets to ensure resolution
- Document solutions and transfer knowledge to end-users
- Escalate and report issues through the service desk as needed
- Collaborate with internal teams to deliver effective solutions
Requirements
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 2 years of experience in technical support or similar role (5+ years is a plus)
- Familiar with Linux/Unix environment, Python, APIs, or scripting languages
- Experience in troubleshooting, log analysis, test scripting, and ticket management systems
- Strong communication, interpersonal, and problem-solving skills with a customer-oriented mindset
- Fluent in English; Mandarin is a plus
- Ability to work independently and collaboratively, including cross-team/cross-border environments
- Knowledge of GPU, databases, or container technologies (e.g., Docker) is an advantage
- Able to work under pressure with a proactive and responsible attitude
