Product Support Engineer - APAC

Investigates complex customer issues involving APIs, integrations, logs, data, permissions, and workflows, resolving them through Support or validating escalations to Engineering. The role also establishes APAC coverage and improves documentation, tooling, and cross-functional support processes.

About the job

Responsibilities

Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
Determine whether Support can resolve issues or Engineering should be involved.
Provide Engineering with clear, actionable, well-validated product issues, including reproduction steps, evidence, customer impact, and root-cause hypotheses when possible.
Build relationships with frontline Support, Engineering, Product, Customer Success, and customers.
Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
Partner with Product and Engineering on recurring product improvements.
Build the APAC coverage and handoff model with teammates in EMEA and AMER.
Track and improve resolution speed, escalation quality, frontline self-sufficiency, customer effort, and customer confidence.

Requirements

Hands-on experience in a customer-centric technical role investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
Ability to move between customer conversations, APIs, logs, databases, product behavior, and code-level context to find root causes.
Ability to distinguish configuration, data, documentation, or enablement issues from true product defects and explain the reasoning clearly.
Precise written investigations and thoughtful communication with technical and non-technical audiences across time zones.
Experience improving support systems through documentation, enablement, tooling, or process design.
Interest in being the first technical owner for APAC and building structure across time zones.