Technical Customer Support Engineer

About Staple:

Staple is a Singapore based AI company with subsidiaries across Asia and Europe. Staple is helping to build the future of work by developing technology to interpret, extract, process and reconcile data workflows across structured, semi-structured and unstructured sources.

Staple’s primary product offers interprets and extracts data from documents, and then matches this data between sources, without the need for templates. Our customers represent some of the largest multinationals and financial institutions in the world.

As our client base grows, we are looking to onboard more talented individuals to join our elite team.

Description
Staple is looking for an technical customer support engineer to help us communicate with clients as we deliver on product features and improvements. We have numerous new clients and features every month! The person will talk to customers to understand requests, then work closely with staple’s developers and product managers to ensure development work is clearly prioritized and organized, to make sure we can bring out updates in a straightforward manner, and keep delighting users.

You will join a team of other Engineers, DevOps, QAs, and PMs, and are expected to grow into a mid/senior quickly (so we can assign you some interns/junior staff to manage!)

Responsibilities

• Responding to, and triaging customer requests
• Surveying customers to find their product experience and requirements
• Surveying internal staff to find product directions
• Communicating new product features to improve Staple
• Creating tickets for BUGs and assigning severity
• Kicking off Projects and explaining customers requirements to development team
• Organizing learning and sharing sessions on customer experience
• Translating client requirements into technical features and updates

Qualifications and Experience:

• Solid understanding of CS fundamentals, with demonstrated ability to work with engineering teams
• Experience in a Software Engineering company
• Understanding of code development process
• Team player with strong communication skills
• Proficiency in written and spoken English language
• Knowledge of Kanban and Agile methodologies
• Professional attitude, and experience in talking with clients
• Great attention to detail
• Knowledge of Git
• Knowledge of basic AI fundamentals

Great to have optional experience:

• Previous experience as a product manager, customer support, or intern as such in a highly technical software development company.
• Experience with Jira

KPIs

• Happy customer who feel attended too
• Consistently tracking and explaining requirements and customer pain points
• Ensuring timelines and managed effectively to avoid squeezes on developers
• Ensuring product feedback and requirements are converted to product features

Benefits & Perks

• You’ll work with PhDs and professional engineers in one of the most innovative tech companies in Asia
• Opportunity to grow into team leadership role
• Budget to attend conferences, train, and further your education. Staple supports paid courses on Coursera, Udemy, etc
• 20 days of paid leave annually to help nurture work-life balance
• A great office, with excellent location in CBD Singapore. Payment for coworking space if out of Singapore.
• Stock options

Life at Staple

Perks

• 🏖️ Fully Remote : Staple is a remote first companies with offices in Singapore and India
• 📖 Learning Budgets : At Staple, all employees can access our learning fund to upskill in any skills that align with their responsibilities at Staple
• ☕ Coffee Comps : Our entire team loves to work at cafes across the globe, so if you’re a fan too, you coffee is on us!
• 🛩️ Travel Allowance : If you want to travel to a conference / seminar to learn or represent Staple, we can help you out.
• 🧑‍💻Tool Budgets : Using co-pilot or any other tools to 10x your productivity, invoice us.
• Compensation
• The compensation for this role is structured to reflect our commitment to our employees and our belief in our long-term growth. It consists of two main components:

Salary:
This is the fixed annual monetary compensation for your role. The amount will be competitive and commensurate with your skills, experience, and the market rates for similar roles in the industry. The salary is paid out in regular instalments, monthly.