Head of Technical Support

• We are looking for an experienced, technical, and client-centric Head of Technical Support to build,
• lead, and scale our Tier 1 to Tier 3 technical support operations. Because UpPass serves as
• mission-critical infrastructure for loan origination flows, customer downtime or API latency directly
• impacts client lending volumes.
• In this role, you will be responsible for defining SLA guarantees, owning API integration support for
• enterprise developers, driving technical incident escalation with core engineering, and building
• automated support tooling. You will bridge complex technical troubleshooting (inspecting webhooks,
• API payloads, and integration logs) with executive-level communication.

1. Operational Leadership & Team Scaling

• Build, mentor, and lead a high-performing global technical support organization capable of supporting 24/7 mission-critical operations.
• Define and enforce strict SLAs/OLAs for ticket response and resolution times across enterprise tier clients.
• Establish operational metrics, Support KPIs (CSAT , MTTR, First Contact Resolution), and clear escalation paths for incident response.

1. Integration & Developer Support

• Serve as the senior technical escalation point for client engineering teams integrating the UpPass Onboarding API, SDKs, and webhook payloads.
• Oversee hands-on technical troubleshooting involving REST APIs, authentication failures, rate limits, JSON payloads, and integration edge cases with regional data registries.
• Partner with Product and Engineering to ensure client-facing API documentation, integration guides, and developer sandbox utilities remain accurate and developer-friendly.

1. Cross-Functional Escalation & Incident Management

• Act as the main liaison between Technical Support, Product Managers, and Core Backend Engineering during system incidents, degradation, or regional registry downtime.
• Run post-incident reviews (Post-Mortems) with engineering leads to ensure recurring API failure points or platform bugs are permanently resolved.
• Communicate transparently with enterprise clients during high-severity outages or data pipeline delays.

1. Tooling & Automation

• Deploy and optimize modern support infrastructure (ticketing platforms, status pages, automated log parsing tools, diagnostic dashboards).
• Build internal workflows that leverage AI and automated log inspect tools to accelerate ticket classification and root-cause analysis for support engineers.

Core Qualifications

• Technical Background: 7+ years of experience in technical support, developer support, or solution engineering within a SaaS, Fintech, API-first platform, or cloud infrastructure environment. 3+ years in a team lead or managerial capacity.
• Hands-On Technical Aptitude: Deep working knowledge of RESTful APIs, HTTP status codes, webhooks, JSON structures, Postman, and browser/network developer tools.
• Log Analysis & Diagnostics: Ability to read application logs, trace database timeouts, and analyze cloud monitoring dashboards (e.g., Datadog, CloudWatch, OpenSearch) to isolate client implementation bugs from platform outages.
• Fintech / RegTech Experience: Familiarity with digital onboarding workflows, eKYC/eKYB compliance checks, identity verification, or lending technologies.
• Exceptional Communication: Fluent wrien and spoken English. Proven ability to distill complex technical issues into clear, empathetic communication for non-technical stakeholders while speaking the precise language of enterprise software engineers.

Preferred Qualifications

• Knowledge of regional data protection standards (PDPA/GDPR) and secure handling of PII data in support logs.
• Prior experience working in high-growth startup environments operating across Southeast Asia

Social Security

Health Insurance

Flexible Working Hours

Hybrid / Onsite Working Environment