Technical Support Engineer

Summary

Join OneSignal, a leading omnichannel customer engagement solution, as a Technical Support Engineer in Singapore. You will be responsible for providing technical support to APAC customers, answering technical questions via various channels, helping customers set up SDKs, troubleshooting issues, testing APIs, and collaborating with stakeholders to improve the product. This role requires experience in technology and programming, strong communication and customer support skills, and business-level proficiency in English and Mandarin. You will work closely with product and engineering teams to gather customer feedback and improve the product. The position offers the opportunity to work remotely and contribute to a positive and supportive work environment.

Requirements

• Experience in technology and programming
• Enjoyment working with customers via video calls, e-mail, and chat
• Patience and integrity working with customers from all over the world (~70% of our customers are international)
• Strong interpersonal and customer support skills
• Strong written and verbal communication skills
• Business-level proficiency in English and Mandarin

Responsibilities

• Answer technical support questions via email messaging tools and chat
• Help customers set up the OneSignal Web and Mobile SDKs including for Android, iOS, React Native, Ionic, Cordova, Flutter, .NET, Unity
• Work with customers to troubleshoot and debug general and technical issues
• Test endpoints of the REST API
• Evaluate crash logs and stack traces to help solve customer issues
• Collaborate with SDK stakeholders to patch bugs and ship updates
• Respond to OneSignal Wordpress and Github issues
• Maintain OneSignal’s knowledge base and create and maintain technical documentation and video tutorials for new products and features
• Build and maintaining OneSignal’s example code and projects
• Help with OneSignal demos and customer onboarding
• Be the voice of our customers, and work closely with OneSignal’s product and engineering teams to share customer feedback and make recommendations to improve the product
• Help to drive positive reviews on G2 and other review platforms
• Train customers on product enablement to improve overall customer retention

Preferred Qualifications

Web, Android and/or iOS experience with JavaScript, Java, Objective-C, Swift programming is preferred

Benefits

Remote work as the default option in the United States in California, Colorado, Massachusetts, New York, New Jersey, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK and Singapore