Technical Support Enablement Manager (APAC or EMEA)

Stellenbeschreibung:

Your mission

Role Overview: We are hiring Product Support Specialist (SEA Region) to build and provide L1 support for our global B2B SaaS platform serving enterprise clients. This role acts as the first point of contact for technical inquiries, drives high-quality resolution, monitors product usage quality, identifies bugs, and ensures structured escalation to higher tiers. The position is fully written (non‑voice) and requires accuracy, speed, and strong product learning capability. It is important you are comfortable working GMT+8 timezones.

Key Responsibilities

Customer & L1 Technical Support
- Respond to inquiries via chat and email in clear, professional English
- Resolve common issues (login, permissions, configuration, product usage)
- Follow troubleshooting playbooks and internal workflows
- Maintain professional tone and expectation management
Ticket & SLA Management
- Accurately categorise, prioritise, and document tickets
- Use macros/templates consistently
- Ensure clear internal notes and handovers
- Adhere to SLA and priority frameworks across time zones
Internal Support & Escalation
- Identify and elevate issues to L2 when required
- Partner with Q&A to validate reproducibility and impact
Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)
Detect recurring patterns indicating product defects
Proactive Enablement
- Develop support content (Help Centre, Academy)
- Build scalable enablement systems
- Contribute to root cause feedback loops
- Align support performance with customer success outcomes

Your profile

Required Experience:

Strong written English (chat/email support experience)
SaaS or web-based platform support experience
Intercom and Slack familiarity
Experience creating support documentation
Understanding of SLAs and global support models
Exposure to enterprise customer environments
Supply chain knowledge preferred

Soft Skills:

Customer empathy and professionalism
Structured communication & problem‑solving mindset
High learning agility and ownership
Strong attention to detail

What Success Looks Like:

Fast, accurate first responses with strong first-contact resolution for L1 issues.
Clear, high-quality cross-team escalations that accelerate customer resolution.
Consistent SLA adherence supported by proactive quality monitoring.
Measurable impact through the development of enablement systems.
High customer satisfaction, reflected in strong CSAT results.