Junior Technical Support Engineer

We're looking for a Junior Technical Support Engineer to join our Technical Support team, based in Singapore. In this role, you will… Own the resolution of complex customer technical issues: connector failures, data pipeline breaks, authentication errors, schema mismatches, and integration problems with accuracy, clarity, and pace. Act as a trusted technical point of contact, diagnosing root causes systematically and explaining findings clearly to both non-technical customers and engineering stakeholders. Serve as a domain expert shaping our AI-driven support experience: reviewing bot responses for technical accuracy, curating knowledge sources, and helping define where AI can handle queries autonomously versus where human judgment is required. Partner closely with Product, Engineering, and Customer Success to resolve escalated cases and keep the customer experience coherent across handoffs. Your day-to-day work and responsibilities include… Diagnosing and resolving technical or experience queries spanning the full product surface, and spotting signals of broader account or product risk to route proactively to CS or Product. Reviewing AI-generated support responses for genuine problem resolution (not just keyword matching), and feeding that signal back into knowledge base and bot improvements. Contributing to prompt engineering for technical bot flows: shaping diagnostic questions, refining response templates, and ensuring the bot reflects our real product behavior. Maintaining clear, well-structured documentation: known issues, technical FAQs, and resolution guides that reduce repeat contact. Writing well-structured bug reports with clear reproduction steps when escalating to Engineering. Collaborating with Customer Support Consultants on cases that span commercial and technical ownership. This position is for you if you have… 1 year experience in technical/customer support, solutions engineering, or technical operations, ideally in a SaaS environment. A natural instinct to investigate, reproduce, and diagnose, comfortable with ambiguity and rigorous about documenting findings. Familiarity with data connectivity concepts: APIs, OAuth authentication, data pipelines, or schema structures (you don't need to be an engineer, but you need to be comfortable in that territory). Genuine curiosity about how AI is reshaping technical support, with a readiness to actively contribute to AI-powered workflows, experience improving bot content, diagnostic flows, or knowledge base accuracy is a strong differentiator. Strong communication skills: able to translate technical complexity for customers and engineers alike. A structured, methodical approach to managing multiple open cases with clear prioritization. Nice to have: familiarity with common data destinations/sources (Google Sheets, BigQuery, Looker Studio, Meta Ads, Google Ads); experience with Zendesk or similar ticketing platforms; SQL or basic scripting ability; experience with self-serve support models or help centre management. Benefits we offer… Competitive compensation package, including equity Great work equipment, and home office allowance for those working in our fully remote locations Health care benefit and leisure time insurance Annual personal learning budget (for Sales: various external trainings to support your career development) Sports and wellbeing allowance Benefits may vary depending on location. Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics . #LI-Hybrid #LI-FullTime Join us on our mission to make data a marketing superpower Supermetrics builds an end-to-end marketing intelligence platform, with 15% of global advertising spend reported through our products. We help marketers turn their data into insights that improve business results and predict the best next step. Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. Since our founding in 2013, we’ve grown from a one-person shop to a key player in the industry—and we’re just getting started! We're a team of 400+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team. Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to raise the bar in our industry. As team players, we help each other and win together. We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully. Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected. It all started with a Google t-shirt... Read the rest of our growth story at supermetrics.com/about . Our commitment to transparent hiring: At Supermetrics, we leverage AI in our early recruitment stages to efficiently match your skills to our roles and provide a frictionless scheduling experience. While AI helps us operate faster and fairer, all final hiring decisions and deep-dive interviews are conducted by our human team members.