ABOUT CARE

Care is a healthcare technology company headquartered in Singapore, focusing on innovative digital solutions in the medical and healthcare field. We work closely with Raffles Medical Group to develop the Raffles Connect App, a leading platform for integrated healthcare services. Our team in Singapore oversees product, operations, technology, and sales, while our core software development team is based in Vietnam. Together, we’re dedicated to improving healthcare accessibility and quality through technology.

POSITION OVERVIEW

As an Associate Technical Support Engineer, you will be the first point of contact for resolving technical issues faced by end-users and partners. With 3–5 years of experience, you are expected to troubleshoot incidents, escalate complex cases appropriately, and ensure high levels of customer satisfaction. This role involves close collaboration with engineering, product, and partnership teams to maintain service reliability and user trust.

QUALIFICATIONS

• Diploma or higher in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in technical support, helpdesk, or IT operations roles.
• Experience supporting web and mobile application users in a fast-paced environment.
• Familiarity with common support and ticketing tools (e.g., Zendesk, Jira, Freshdesk).
• Basic knowledge of operating systems (Windows, macOS, Linux), networking fundamentals, and mobile platforms (iOS, Android).
• Strong diagnostic and troubleshooting skills.
• Customer-oriented mindset with good interpersonal skills.
• Ability to communicate clearly and patiently with users of varying technical expertise.
• Effective English communication skills (verbal and written).

• Provide first-level technical support for both mobile and web applications to internal and external users via email, chat, and ticketing systems.
• Troubleshoot, diagnose, and resolve common software, system, and user issues.
• Escalate unresolved or complex technical issues to the relevant teams.
• Monitor system health and performance dashboards, flagging issues proactively.
• Document issue resolutions and contribute to knowledge base articles.
• Log and categorize support tickets accurately for tracking and reporting.
• Follow standard operating procedures and service level agreements (SLAs).
• Collaborate with cross-functional teams to resolve recurring issues and improve support processes.
• Stay up to date with product updates, new technologies, and compliance standards.