Technical Support Specialist

The cloud is just someone else’s computer - But at UpCloud, it’s ours!

Sometimes technical support can be tough. All too often there can be an endless queue of tickets and cases to solve or targets to meet, without much time to really think about the customer, the problem, and the solution. Occasionally, the best you can do is escalate it quickly so you can move to the next issue — Here at UpCloud, you'll have the chance to really dig deep to find the root of the problem of our customers. With the help of your colleagues, thorough documentation and our community of users, you'll get to know our products like no other and you'll use your troubleshooting and customer service skills to make sure our users make the best of our products.

We’re looking for a Technical Support Specialist to join our global Customer Support team in Singapore. Our team follows the “follow-the-sun”-model, and are located in Singapore, Europe and the US to provide support for our customers 24/7.

Who are we looking for?

We’re looking for a customer service-oriented person with previous experience in a technical customer facing role. Ideally you’re someone with an interest for tech, and a knack for troubleshooting. Our products are mostly Linux-based, so our team has adopted it widely into use as well - it would definitely help if you’re familiar with it as well!

Your Responsibilities:

• Being the first point of contact for our customers, handling inbound tickets, and providing technical support via chats, emails and phone calls (mainly via chat)
• Technical troubleshooting (e.g. Linux, Windows, Networking, and PaaS / SaaS), and customer service
• Helping in issue prevention & repetition with documentation and knowledge sharing
• Cross-team collaboration with different teams
• Participate in training to gain more technical knowledge

What are we expecting of you:

• Ability to work between Monday to Sunday
• Experience in technical customer service
• Understanding of Linux-based technologies
• Experience in technical troubleshooting
• Being familiar with terminology: IaaS, PaaS, TCP, UDP, IPv4/6, DNS, LB, RAID, LAMP,
• BASH – if you know what these mean, you're definitely on the right path
• Excellent written English language skills, as the service is mostly in written form

Why join UpCloud?

At UpCloud, we'll provide you with an easy-going environment that promotes work-life balance and self-development. You'll be encouraged to experiment, fail, learn, succeed amazingly, be brave to propose new things, agree, and disagree. That’s how we like to work.

We make sure we pay you fairly. Our salary ranges are based on global, up-to-date IT industry salary data. Your salary at UpCloud will be determined by two factors: 1. Your seniority for the role - no sweat, we’ll assess this during the recruitment process! 2. Your location and its market level.

The salary range for this role in Singapore is around 3500 - 4500 SGD monthly, though not to be set in stone as we assess each case individually.

Our Benefits

• Up to six weeks of annual paid vacation
• Flexible and remote-friendly culture
• Occupational healthcare
• Travel insurance
• Sports benefit
• Company events and activities
• Annual company trip
• Share Appreciation Rights program
• Udemy E-learning platform and budget for training; unlimited business access

Recruitment process

• CV & application review

• Screening Call with our recruiter

• Final interview with our Head of Support (60 min)

• Offer