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Senior Technical Support Engineer

May 28, 2026

<h2>Your profile</h2> <div style="font-family:'Segoe UI';font-size:14px;font-style:normal;font-weight:400;line-height:20px;">We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues. In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution. This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations. You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations. As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe. This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.</div> <h4>What You'll Do </h4><ul><li style="font-family:Arial, Helvetica, sans-serif;"><div>Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Make prioritization and escalation decisions independently during regional business hours</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product</div></li><li style="font-family:Arial, Helvetica, sans-serif;"><div>Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale</div></li></ul> <h4>What You'll Need </h4> A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour. The Ideal Candidate:<ul><li>6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)</li><li>Enjoys debugging complex issues</li><li>Communicates clearly with both technical and non-technical stakeholders</li><li>Takes ownership of problems until resolution</li><li>Detail-oriented and methodical when analysing systems</li></ul>Core Technical Skills:<ul><li>Ability to troubleshoot complex software systems</li><li>Working knowledge of SQL</li><li>Experience investigating issues using data and database queries</li><li>Familiarity with browser developer tools (DevTools, Network tab)</li><li>Ability to inspect request/response data (e.g., JSON payloads)</li><li>Structured problem-solving and root cause analysis</li></ul> <h4>Bonus Points For</h4><ul><li>Experience supporting SaaS or enterprise software</li><li>Familiarity with application logs and debugging workflows</li><li>Experience working with ticketing systems and customer-facing technical support</li><li>Exposure to relational database schemas and data models </li></ul> <h4>Why You’ll Love Working with Us </h4><ul><li style="font-family:Arial, Helvetica, sans-serif;">Work in a fast-growing and interesting industry</li><li style="font-family:Arial, Helvetica, sans-serif;">Flexible work that best fits your needs and the role</li><li style="font-family:Arial, Helvetica, sans-serif;">Competitive compensation</li><li style="font-family:Arial, Helvetica, sans-serif;">Top-notch offices and equipment</li><li style="font-family:Arial, Helvetica, sans-serif;">Continuous improvement and learning opportunities to grow your career</li><li style="font-family:Arial, Helvetica, sans-serif;">Team activities, not the usual one just to look nice on social media but what our team choose and ask for</li><li style="font-family:Arial, Helvetica, sans-serif;">A great team of engaged passionate and helpful people</li></ul> <h2>About us</h2> The first thing you may be asking yourself is, what is Cenosco all about? We're an <a href="https://hubs.la/Q01wtLBF0" target="_blank" title="https://hubs.la/q01wtlbf0" rel="noreferrer noopener">Asset Integrity Management (AIM) </a>Software company. Essentially, this means that our solutions safeguard integrity, reliability, and instrumentation safety in <a href="https://hubs.la/Q01wtLPD0" target="_blank" title="https://hubs.la/q01wtlpd0" rel="noreferrer noopener">asset-heavy industries</a>. Companies operating in these industries come with complex operational ecosystems, and we aim to support their capability to operate at full potential, with the latest technologies, all while prioritizing the health and safety of their people and the environment. Hot news! Cenosco has announced a growth investment led by Summit Partners. Read more <a href="https://cenosco.com/insights/cenosco-growth-investment-led-by-summit-partners" target="_blank" rel="noreferrer noopener">here</a>! Our Vision We envision safe and smart environments for asset-heavy industries - where their software environment, work environment, and surrounding environment, operate smartly and securely, allowing them to function at their full potential, without jeopardizing the health and safety of their people and the planet. Our Mission We are dedicated to making this vision a reality, by optimizing and spreading our integrity management solutions. Through continuous innovation and development of our IMS Suite, we strive to remain the market standard for integrity management solutions. The Cenosco Culture Our work culture is bound by our four core values. These values have been carefully crafted and selected internally to ensure that they served as a reflection of who we are and how we work across the entire company. At Cenosco we operate with these values at heart, and therefore consider them to be vital competencies. <ul><li>Customer Obsessed: We listen, anticipate, and deliver what truly matters.</li><li>Ownership: We see things through and finish strong.</li><li>Accountability: We own our impact and results.</li><li>Growth Mindset: We stay curious and learn from every challenge.</li><li>Speed: We act fast and deliver with focus. </li></ul> Our Hiring Process <ol><li>CV Screening: We’ll take a look at your application to see if you’re a good fit.</li><li>Intro Call: Let’s have a chat to learn more about you and your experience.</li><li>Technical Interview/Assessment: Here’s your chance to show off your skills!</li><li>Final Interview: Review the assignment and fit with management.</li><li>Job Offer: If everything clicks, we’ll be excited to offer you the job.</li></ol>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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