APAC Support Engineer
About this role
Job title: APAC Support Engineer
About the Role
The APAC-based first point of contact for customer issues during APAC hours, responsible for understanding problems, resolving common and well-documented cases, and escalating more complex issues to senior support or engineering with clear reproduction steps and context.
What You'll Do
- Act as the first point of contact for customer support inquiries related to API usage, onboarding, authentication, integration, and billing.
- Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs.
- Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials.
- Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs.
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