- Own and manage incoming customer support tickets end-to-end
- Investigate, troubleshoot, and resolve issues with a focus on first-level resolution
- Prioritize tickets based on severity, impact, and SLAs
- Develop deep product knowledge to support customers effectively
- Troubleshoot issues including:
- Detection models, alerts, and case management workflows
- Platform bugs and feature requests
- False positives and detection model best practices
- Operational workflow challenges
- File upload and download issues
- Document findings and escalate issues to Engineering when needed
- Partner cross-functionally with:
- Customer Success to align communication and resolve customer issues
- Product to share customer feedback and feature requests
- Engineering to support bug fixes and incident response
- Help improve support processes as the APAC customer base scales
- 2+ years of experience in Customer Support, Technical Support, or other customer-facing roles
- Strong ability to explain technical concepts in clear, customer-friendly language
- General technical aptitude with strong problem-solving skills
- Excellent written and verbal communication skills
- Comfortable working independently and taking ownership as an early regional hire
- Curious mindset and willingness to deeply learn the product and customer use cases
- Bachelor's degree or equivalent practical experience
- Be the first support hire in Singapore with real ownership and impact
- Work closely with customers, Product, and Engineering teams
- Help shape how customer support scales across APAC
- Competitive salary, equity, and benefits
- Join a fast-growing, mission-driven company tackling financial crime
- Competitive salary and pre-IPO equity
- 100% company-paid medical, dental, and vision insurance (employee)
- Unlimited PTO and generous leave programs
- learning & development stipend, and home office setup support
- Inclusive, high-ownership culture focused on impact and growth
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Technical Support Specialist - Singapore - Unit21
1 day ago
Description
About Us:
For many people, the most important aspect of a new role is mission alignment. At Unit21, we're dedicated to fighting financial crime. We're building out a suite of AI tooling to make detection & investigation so efficient that many vectors of wrongdoing will be eliminated. Our calling card in the industry is customizability and putting control in the hands of Fraud & AML agents to help them work with speed, accuracy, and trust. Unit21 is a place to work for those who want to make a difference.
More About Unit21:
Unit21 helps fintechs and financial institutions combat fraud and money laundering through a powerful, flexible risk and case management platform. Our customers rely on us to detect, investigate, and stop financial crime—without slowing down their business.
As we expand internationally, we're hiring our first Customer Support Specialist in Singapore to support customers across the APAC region.
About the Role:
As a Customer Support Specialist, you'll be the front line of support for Unit21 customers, owning ticket-based communication and helping users resolve issues, adopt best practices, and get maximum value from our platform.
This is a high-ownership role suited for someone comfortable working independently, navigating ambiguity, and helping build the foundation for regional support as we grow.
What You'll Do:
What We're Looking For
Why Join Unit21
Compensation:
The base salary range for this role is $40, ,000 annually, depending on experience and location.
This range does not include bonuses, equity, or other incentives.
What We Offer:
Equal Opportunity
Unit21 is an equal opportunity employer. We encourage candidates to apply even if they do not meet every listed requirement. We are committed to building a diverse, inclusive workforce.
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