Product Support Engineer - APAC

Hello!

We’re expanding our global Support team to provide 24/7 coverage across time zones. You’ll join a global team while establishing the technical Support Engineering presence in APAC, with the ownership and visibility that come from being its first Support Engineer in the region.

About the role

Support Engineering is the technical layer between frontline Support and Engineering. You’ll take on complex issues involving integrations, APIs, permissions, data, reporting, migrations, and workflows—using application behavior, logs, databases, and customer context to determine whether an issue can be resolved through Support or represents a product defect.

You’ll investigate issues end to end using tools such as Plain, GitHub, Datadog, databases, and the codebase. You won’t write the fix; you’ll give Engineering a well-validated escalation with reproduction steps, relevant evidence, customer impact, and a root-cause hypothesis when possible.

What you’ll own

• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
• Set a high bar for complex technical investigations and ensure Engineering receives clear, actionable, well-validated product issues.
• Build trusted working 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 by synthesizing customer patterns and validating defects.
• Build the APAC coverage and handoff model with teammates in EMEA and AMER.
• Track and improve outcomes: resolution speed, escalation quality, fewer avoidable Engineering escalations, and customer confidence.

You should apply if

• You’ve worked in a hands-on, customer-centric technical role independently investigating ambiguous issues involving APIs, integrations, logs, data, and application behavior.
• You’re comfortable moving between customer conversations, APIs, logs, databases, product behavior, and code-level context.
• You can distinguish a configuration, data, documentation, or enablement issue from a true product defect.
• You write precise investigations that others can quickly understand and act on.
• You naturally look beyond the immediate ticket to improve surrounding systems through documentation, enablement, tooling, or process design.
• You want to be the first technical owner for APAC and are energized by building structure across time zones.

Interview Process

• Intro call with Recruiting (30 min)
• Take-home assessment (5 days to complete)
• Hiring Manager interview (45–60 min)
• Virtual onsite (120 min)