Support Analyst

SafeDay (Dolphin Dynamics Labs) is a profitable SaaS company headquartered inSingapore. Our platform protects frontline workers at some of the world’s largest high-risk operations, processing millions of safety checks monthly across 100+ sites. Eight years in and expanding.

We are hiring a Support Analyst to join our Singapore team and work directly with experienced colleagues and the founders. This role suits someone early in their career who wants to understand how enterprise software works in the real world.You will be part of our integrated team, working alongside developers through the full development cycle.

Our users are frontline workers and site leaders at mining, energy and heavy industry sites. Many work in remote locations with poor connectivity. Our app works offline and syncs when the device reconnects. When something goes wrong, it matters. You won’t know the platform on day one, and we don’t expect you to. We will teach you. What we need is curiosity, a structured approach to problems, and care for the people using the app.

You will start on well-scoped support tickets supported by the team, then take on more as you learn the platform.

What you will do

• Respond to support requests from client administrators and field users
• Investigate issues, reproduce them and document clear steps for the development team
• Configure forms, workflows and user access using our in-house form designer
• Peer test new content and features as they are built
• Run release testing across devices before each release goes live
• Write and maintain user guides and help articles
• Support client onboarding and training sessions
• Spot recurring issues and suggest improvements to the product

What we are looking for

• 1+ years in application support, IT support or a customer-facing technical role. Strong graduates are welcome
• A structured, analytical approach to problem solving
• Comfortable with web and mobile apps across iOS, Android and desktop browsers
• Clear written and spoken English. You will write and speak to clients every day
• Mandarin, French or Mongolian are a strong plus. You will use it to support users and help translate app content or present in these languages
• Patience and care when dealing with users under pressure
• Attention to detail
• You use AI tools to work faster, not to think for you. We use Claude Enterprise. Every answer you send a client must be accurate and checked by you

Nice to have

• Experience with software testing or QA
• Experience with a ticketing tool such as Jira
• Basic understanding of JSON, APIs or databases
• Experience in safety, mining or industrial environments

How we work

Our team is located at Robinson Road in the city. You will be part of a cross-functional team with a flat structure and shared responsibility for the app. We work hybrid: three fixed office days (Tuesday, Wednesday and Friday) and two from home. Fixed days mean you’re in the office when your team is, so you learn faster and have the support needed to contribute to the solution.

Our hiring process

Shortlisted candidates will meet our team for an interview. During the session, we will show you a draft reply to a typical client question and ask you to review and improve it. No product knowledge needed.

WhySafeDay

• Work with some of the world’s largest mining and energy companies
• Learn the application in depth by testing it as it is built, and contribute directly to every release
• Small team in Singapore with additional resources in Mexico, Australia and Mongolia
• Direct access to the founders and real responsibility as you grow
• Your work directly protects people in high-risk environments