Technical Support Engineer (L2)

WHO WE ARE

Sapaad

Driven by a passionate team of developers, designers, and product experts, Sapaad is constantly evolving—introducing innovative, industry-defining features that set the benchmark for F&B tech. Headquartered in Singapore, with offices across five countries, Sapaad is backed by seasoned technology veterans with deep expertise in web, mobility, and e-commerce.

JOB OVERVIEW

Tier 2 Application Support Engineer

Why join Sapaad?

✅ Work with a product trusted by clients around the world

✅ Collaborate with industry veterans and a world-class Client Experience team

✅ Solve complex technical challenges across SaaS applications, Internet applications, and database technologies

✅ Engage directly with enterprise clients to ensure success, satisfaction, and smooth operations

✅ Take ownership of troubleshooting, research, and problem-solving across multi-channel support requests

✅ Accelerate your career in a fast-growing, innovative tech company

This isn’t just another support role. It’s your chance to make a real impact on client success, strengthen our SaaS platform’s reliability, and grow with a company redefining what’s possible in F&B tech.

WHAT YOU'LL DO

• Act as the primary point of contact for the Tier 1 Support team, coordinating with Tier 3 to resolve Tier 2 issues efficiently.
• Manage the Tier 2 support desk for our global clients, providing timely and effective solutions.
• Maintain deep knowledge of Sapaad’s suite of products, including third-party integrations, and become an internal expert on troubleshooting and resolving technical issues.
• Provide technical expertise for key software modules, configurations, and investigations.
• Create, maintain, and update documentation around troubleshooting best practices, operational processes, and technical guidelines.
• Suggest methods to improve operational efficiency and product performance.
• Resolve issues through diligent research, reproduction, and problem-solving.
• Escalate and follow up on high-priority tickets with Application Development and specific module teams.
• Monitor application logs proactively 24x7 to identify and address potential issues.
• Prepare and distribute daily and weekly reports, providing updates on tasks, alerts, and escalations.
• Maintain and implement standard escalation procedures, including notification matrices and escalation standards.
• Analyze alerts from infrastructure and application monitoring tools, work with teams to minimize errors, and fine-tune configurations for optimal performance.

YOU'RE A STRONG FIT IF YOU HAVE

• Bachelor’s degree with 0–1 year of experience in product or application support
• Excellent communication skills
• Proactive and able to use your own initiative
• Strong attention to detail
• Self-motivated and driven to achieve results
• Able to perform effectively during peak workloads and under pressure
• Flexible and adaptable to changing priorities