Technical Support Engineer

Job Description

About Sleek

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:

Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign.  We are the market leaders in Singapore with ~5% market share of all new business incorporations

Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service

Business banking: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK.  We have around 450 staff with an intact startup mindset. 

We have achieved >70% compound annual growth in Revenue over the last 5 years and as a result have been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.

Some other great things about working at Sleek…

Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment. 

Flexibility: You’ll be able to work from home 5 days per week. If you need to start early or start late to cater to your family or other needs, we don’t mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each year

Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.

Personal growth: You’ll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you’ll be making decisions, making mistakes and learning. There’s also a range of internal and external facing training programmes we run. We’re also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional.

Sleek is also a proudly certified B Corp.  Since we started our journey in 2017, we’ve been committed to building Sleek as a force for good. In just over 5 years, we’ve joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and a regenerative economy. We have planted over 29,271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1.4M pages through SleekSign. We aim to be Carbon Neutral by 2030.

About the role

We are looking for an L3 Support Engineer that is excited about the below Mission and Outcomes over the next 6-12 months.

Mission: The primary mission of a Technical Support Engineer / L3 Support Engineer is to serve as the highest level of technical escalation within the support team. This role focuses on resolving complex technical issues that cannot be addressed by frontline support, ensuring minimal downtime, and maintaining the highest level of customer satisfaction. The engineer collaborates with development teams, product management, and other stakeholders to diagnose, troubleshoot, and resolve issues, as well as to contribute to continuous improvement initiatives that enhance the overall quality of products and services.

Outcomes:

• Collaborate with friendly Product, Tech and Data teams to reproduce and resolve an array of enquiries
• Support our internal business stakeholders on questions about Sleek platform functionality
• Provide technical support through our channels via Zendesk, JIRA, and phone
• Identification of fixes and development of code
• Configure servers and networks in the Cloud
• Update database records to keep client records up-to-date
• Update knowledge base to improve self-servicing

To do this, you will have a minimum of 5 years experience as Technical Support Engineer and you will most likely be located in Singapore, Philippines, India or Malaysia.

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.

Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.

Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives.

Can have tough conversations in a positive way: It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships.

Analytical Mindset: You have a keen eye for detail and a methodical approach to dissecting problems. You excel at analysing complex systems and processes to identify weaknesses and inefficiencies, and your ability to evaluate multiple scenarios enables you to devise the best testing strategies. You apply data-driven decisions to enhance testing coverage and performance metrics, ensuring the highest standards of software quality.

Collaboration-Driven: You thrive in a cross-functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software.

Requirements

Performance Standard

• Possess a strong academic foundation, ideally from reputable universities.
• Demonstrated track record working in well-established or recognized organizations.
• Over 5 years of experience as a Software Engineer
• Able to demonstrate an attention to detail
• Shows customer-attentiveness and have faced customers in past positions

Benefits

• Remote/ Hybrid arrangements