About The Role

At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You’ll be a client-facing Support Specialist, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.

This role is central to almost every other team in the company. You‘ll be working directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.

What you will be working on

• Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure.
• Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients.
• Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations, and expectations and communicating with various stakeholders.
• Understanding customer needs including relevant features and configuration requests.
• Conducting calls with customers to help them and manage the case until it’s fully resolved.
• Participating in knowledge sharing among colleagues.
• Translating business needs into technical language (and sometimes back again!).
  
  

Ideally, you will have

• 3-5+ years of experience in customer support with technical products,
  preferably in SaaS products or Financial Services
• Practical experience querying SQL Databases is required
• Familiarity with JIRA and Confluence
• Experience working directly with external customers via email, phone, or video
• Superb communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders
• Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
• Self-sufficient in researching Support tickets through various methods including technical documentation
• Ability to manage a busy workload and balance multiple priorities
• A positive, flexible solutions and ideas-focused approach
• Willingness to support Singapore public holidays on a rotational basis and provide on-call coverage during scheduled OnCall weekends
• In-person office hours three times a week
• Experience with Kubernetes, GitHub, and/or Kibana is a big plus
• Some practical experience in programming languages (Python, Ruby, JS) and any of the BI Tools (eg. Postman, Tableau, PowerBI, QuickView) is helpful

Our benefits

• An annual base salary based on experience and qualifications
• Company Success Share program, so when Duco succeeds you succeed
• Corporate Healthcare
• Unlimited PTO, because we trust our people to manage their own time off
• Dedicated annual budget for learning and development, to nurture your career growth
• Spot rewards, so we can say thanks when you do a really great bit of work
• An Employee Assistance Program
• An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company

Want to do a little more research before you apply?

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team think about life at Duco. You can also find out more about us on LinkedIn

Disclaimer

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at talent@du.co. Include your contact information, the role you're applying for, and how we can accommodate you.

During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic