Support Engineer

• Develop local technical expertise in TOMRA RVM products in Singapore
• Support installation, configuration, troubleshooting, and technical case follow-up
• Prepare fault documentation and raise and manage service desk cases
• Collaborate with TOMRA R&D teams in China to investigate and resolve technical issues
• Use TRMS backoffice, configuration files, and local parameters for operational support
• Monitor machine performance and service trends
• Identify repeated issues and support corrective and preventive improvements
• Prepare and improve user guides, checklists, training materials, and technical instructions
• Support knowledge sharing with technicians, Service Operation Centre users, and other stakeholders
• Support machine deployments, pilot installations, and product introductions
• Follow TOMRA SAFE standards, local HSE requirements, and incident/hazard reporting obligations

Technical Support Engineer

• Troubleshoot and resolve complex customer technical issues, including API failures, integration challenges, authentication errors, and production incidents
• Provide end-to-end issue ownership through log debugging, system-behavior analysis, issue reproduction, and expert guidance
• Become a trusted expert and go-to resource for OpenAI products and platform
• Serve as an escalation point and critical line of defense for complex technical issues
• Partner with customers and Engineering teams to troubleshoot, resolve, and prevent recurring problems
• Use scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
• Scale solutions from customer issue learnings in partnership with Product and Go-To-Market teams
• Identify and implement automation and AI-powered workflows that improve team efficiency and reduce manual effort
• Elevate the overall support experience
• Provide occasional holiday and weekend on-call support as needed
• Work directly with customers through support tickets and live calls
• Collaborate with Engineering, Product, Operations, Sales, and Technical Success teams

AI Support Engineer – Weekend Shift

• Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
• Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide root-cause findings or evidence-based hypotheses to Engineering
• Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
• Own customer-specific responses to high-impact incidents, including severity assessment, response coordination, stakeholder communication, mitigation, resolution, and post-incident follow-through
• Communicate proactively with customer technical teams, business stakeholders, executives, and internal partners during uncertain or evolving situations
• Document customer architectures, integrations, dependencies, critical workloads, and operational constraints for Support, Product, and Engineering
• Partner with Go-to-Market and Technical Success teams to incorporate commercial context into severity, prioritization, and communication
• Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up actions
• Monitor customer integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps
• Prepare account-specific runbooks, validate escalation paths, coordinate support readiness, and provide heightened monitoring for launches, migrations, traffic increases, and business events
• Lead or contribute to incident reviews and postmortems, identify prevention opportunities, and track corrective actions
• Translate recurring customer pain into evidence-backed feedback for Product and Engineering
• Create scalable improvements such as troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
• Help shape the operating model, technical standards, and tooling for Premium Support as it grows globally