Tech Support Engineer

ADVANCE.AI is a leading AI company that provides digital transformation, fraud prevention, and process automation solutions for enterprise clients. A leader in Artificial Intelligence, risk management and has a global footprint with operations across ASEAN and wider APAC and Latin America it currently partners over 700 enterprise clients across banking, financial services, fintech, payment, retail and e-commerce sectors. ADVANCE.AI has a global footprint across 12 markets in 3 continents.

ADVANCE.AI is part of Advance Intelligence Group,

a Series D-backed Tech Unicorn valued at US$2 billion

, and also one of the largest independent technology startups based in Singapore. Founded in 2016, the Group has presence across South and Southeast Asia, Latin America and Greater China. The Group is backed by top tier investors SoftBank Vision Fund 2, Warburg Pincus, Northstar,Vision Plus Capital, Gaorong Capital, Pavilion Capital, GSR Ventures and Singapore-based global investor EDBI.

Ranked among LinkedIn's Top 15 Startups in Singapore in 2022 (the third year in a row we've been on the list), we are partners with 700\+ enterprise clients across Southeast Asia, South Asia and Mexico in sectors such as banking, financial services, fintech, payment, retail and e-commerce.

Advance Intelligence Group employees are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities. Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset

• We achieve results with EFFICIENCY and excellence

• We take pride in the QUALITY of our work

• We uphold INTEGRITY in all we do

• We embrace COLLABORATION to work across business lines and borders

About the Role:

We are looking for a motivated and technically inclined Tech Support Engineer to join our team. This role supports the delivery and ongoing use of Advance.AI’s KYC solutions by assisting customers and internal teams with technical inquiries, troubleshooting, and solution enablement.

What you'll do:

• Provide technical support to customers and internal teams by troubleshooting product-related issues, API integrations, and configuration queries.

• Assist in product demonstrations and solution walkthroughs, support customer sessions and POCs.

• Support POC execution by helping with setup, monitoring, basic analysis, and documentation of results.

• Work closely with product, engineering and sales teams to escalate issues, track resolutions, and ensure timely follow-ups.

• Help prepare and maintain technical documentation, FAQs, and support materials to improve customer experience.

• Assist in responding to technical sections of RFPs and questionnaires

• Monitor and track customer-reported issues, ensuring proper logging, prioritization, and resolution.

What you need to succeed:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent practical experience).

• At least 3 years of experience in a technical support, solutions support, or implementation-related role in a KYC, fintech, or AI environment

• Basic understanding of APIs, integrations, and web technologies (e.g. REST APIs, JSON).

• Strong problem-solving skills and a willingness to learn in a fast-paced environment.

• Good communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders.

• Familiar with SQL database queries