AI Assisted Support Engineer

About the RoleThe Support Engineer sits within the Service Delivery Team and is responsible for keeping deployed solution environments running reliably across different sites. The role covers L1 and L2 support across the underlying cloud infrastructure and solution platforms, working with channel partners and end-clients to resolve incidents, monitor system health, and assist with new deployments.This is a hands-on technical role suited to early-career engineers who are curious about AI, networking, IoT, video analytics, and cloud systems. The work is supported by AI tools throughout the support lifecycle. The engineer is expected to use these tools actively and contribute ideas that improve how AI is applied within the team.Key ResponsibilitiesProvide L1 and L2 technical support across company's solution platforms and the supporting cloud infrastructureTriage, troubleshoot, and resolve incidents raised by channel partners and enterprise end-clients within agreed service levelsMonitor system health, identify recurring issues, and escalate L3 cases to senior engineers or product teams with proper documentationAssist with configuration, commissioning, and handover of new deploymentsMaintain accurate records in the ticketing system, including root cause notes, resolution steps, and follow-up actionsConduct ad hoc site visits to partner or end-client locations when on-site intervention is requiredParticipate in after-hours standby to handle urgent incidents outside office hoursUse AI-assisted tools for diagnostics, knowledge retrieval, and documentation, and contribute prompts, workflows, and ideas that strengthen how the team applies AI to support operationsMaintain and update internal knowledge base articles, runbooks, and troubleshooting guidesRequirementsDiploma in Information Technology, Computer Engineering, Network Engineering, Electronics, or a related fieldFoundational understanding of computer networking concepts, including TCP/IP, DNS, DHCP, VLANs, and wireless LANFamiliarity with cloud platforms such as AWS, Azure, or Huawei Cloud is an advantageAwareness of AI, IoT, CCTV, or video analytics technologies is an advantageConfidence using AI tools in day-to-day work, with a willingness to learn prompt engineering and contribute to AI workflow improvementsStrong communication skills in English, with the ability to explain technical issues clearly to non-technical stakeholdersCustomer-focused mindset and a methodical approach to troubleshootingOpen to ad hoc travel within Singapore for site visitsWilling to participate in after-hours standby supportWhat You GainDirect exposure to enterprise WiFi, AI, IoT, location intelligence, and video AI technologies in live production environmentsHands-on experience supporting deployments at major Singapore enterprises through TechStudio's channel partner networkA working environment that integrates AI into daily operations, with room to shape how AI tools are adopted by the teamMentorship from senior engineers and a clear technical growth path within the Service Delivery Team