Technical Support Engineer

Company Description

AIStorm, a premier global brand of AsiaInfo, is dedicated to advancing intelligent connectivity, digital intelligence operations, and cybersecurity for the Agentic AI era. Rooted in AsiaInfo's 30 years of expertise in telecommunications and Critical Information Infrastructure Security (CIIS), AIStorm provides industry-leading solutions trusted by over 200 operators worldwide. The company's Data-Driven, AI-Native AI XDR platform forms the core of its innovative strategies, redefining security with solutions like TrustOne and CloudGuard. Headquartered in Singapore with teams across Southeast Asia and Hong Kong/Macau, AIStorm ensures localized compliance, native-language support, and round-the-clock responsiveness, fostering secure industrial growth in the AI-driven digital world.

Role Description

The Support Engineer is responsible for providing high-quality technical support, troubleshooting, and customer assistance for deployed solutions. This role works closely with customers, internal engineering teams, and partners to ensure stable operations, timely issue resolution, and high customer satisfaction.

Key Responsibilities

Provide Level 1 / Level 2 technical support via ticketing systems, email, and calls

Diagnose, troubleshoot, and resolve technical issues related to software, systems, networks, or security platforms

Reproduce customer issues in lab or test environments when required

Escalate complex issues to Level 3/Engineering or R&D teams with clear documentation

Track and manage support tickets to meet SLA requirements

Communicate clearly with customers on issue status, root cause, and resolution

Assist with basic configuration, setup, and usage guidance

Create and maintain support documentation, FAQs, and knowledge base articles

Work closely with Engineering, Presales, and Customer Success teams

Provide feedback on recurring issues and product improvement opportunities

Skills & Qualifications

Diploma or Bachelor's degree in Computer Science, Information Technology, Engineering, or related fields

13 years experience in technical support, IT operations, or systems support

(Fresh graduates with strong fundamentals may be considered)

Good understanding of operating systems (Linux / Windows)

Basic knowledge of networking fundamentals (TCP/IP, DNS, firewall concepts)

Experience using ticketing systems such as Jira, ServiceNow, or Zendesk

Strong problem-solving and analytical skills

Clear verbal and written communication skills

Customer-focused and service-oriented mindset

Language Requirements

Mandarin speaking proficiency is required for customer and regional team communication

English (working proficiency)

Additional local language proficiency is an advantage