Technical Support Specialist
- Compensation
- Not disclosed
- Location
- Singapore, SG
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- 2–4 years of experience in customer support or technical support at a B2B SaaS company, ideally supporting enterprise clients.
- Working knowledge of SSO and SAML, user provisioning, roles and permissions, and troubleshooting sign-in issues.
- Comfort with browser, permission and network basics, including how firewalls and network whitelisting affect access.
- Clear written communication skills, especially for calm, accurate client-facing updates and incident notices.
- A structured approach to gathering troubleshooting information so Engineering can investigate without repeatedly going back to the client.
- Experience using Jira and a customer support or helpdesk tool.
- Strong ownership and follow-through, including chasing updates, keeping clients informed and confirming fixes before closing tickets.
- Willingness to work directly with clients' IT teams and join client calls when needed.
Nice to have
- Experience with Gleap or a comparable in-app support and help-center tool.
- Familiarity with WebRTC, real-time audio or speech-to-text systems.
- Familiarity with LMS or SCORM integrations.
- Experience supporting enterprise clients in banking, financial services or insurance.
- Experience supporting an LLM or AI product in production.
- Experience building a knowledge base from resolved tickets or leading or mentoring a support team.
Full description
About Hupo
We are an AI-native start-up building sales enablement products in the banking, financial services, and insurance industry; already trusted by dozens of enterprise customers (including Fortune 500 companies).
Role at a Glance
Title: Technical Support Specialist
Team: Customer Success Account Management (CSAM)
Employment Type: Full-time
Location: APAC
Why This Role Matters
As our client base grows, so does the number of issues that need a fast, clear and consistent response. We’re looking for our first Technical Support Specialist to own the customer support experience from the moment an issue comes in until it is resolved and confirmed with the client.
You’ll be the main point of contact for incoming support requests, working closely with our Support Engineer, who handles deeper technical investigations, and coordinating with Engineering and Product when needed. Beyond resolving individual issues, you’ll build the processes, documentation and knowledge base that help us deliver reliable support as we scale.
As our first Support hire, you’ll have the opportunity to shape how Hupo handles customer support, with room to grow into a leadership position as the team expands.
What You'll Do
Own incoming customer support requests
- Own our customer support platform as the single intake channel for support requests, whether they come through the in-app widget, forwarded email or another routed channel.
- Send the first response to every ticket within the agreed response time.
- Gather the information needed to investigate issues, including the client and environment, affected users, steps to reproduce, screenshots, browser and device details, and session IDs.
- Resolve common issues that don't require Engineering, such as user errors and known issues, using the knowledge base.
Help clients with access, configuration and platform questions
- Troubleshoot login and access issues involving SSO and SAML sign-in, user provisioning, roles and permissions.
- Handle configuration questions and changes within admin tools, escalating requests that require code or infrastructure changes.
- Support enterprise IT and security questions relating to access, network whitelisting and the support platform itself, including what data the in-app widget captures. Bring in FDEs or Engineering when needed.
- Help troubleshoot voice and session quality issues, including microphone and browser permissions, connectivity, firewall blocks and latency.