[Hiring] Support Engineer @The Storytelling Company

Role Description

As a Support Engineer at TSC, you provide remote, client-focused support for the hardware and software behind our experiences. The main focus is Audio/Video (AV) systems and our own software platform. You’ll be TSC’s first support team in the region, working closely with our colleagues in Amsterdam (Netherlands) and Charlotte (United States).

The day starts at 06:00 SGT with a handover from Charlotte: open cases, next steps, evidence. You work through the queue, catch monitoring alerts before they become client calls, and maybe join a call with a local AV supplier to trace a signal problem at a site. A large part of your shift runs while Europe is offline, so you make the sensible calls yourself. By the time Amsterdam logs on, you hand over clear notes, and our clients’ day carries on as it should.

Day to day

• Provide hands-on remote support for AV, IT and software issues, resolving tickets within agreed SLAs.
• Support our software and content platform, including installation, configuration and troubleshooting on client systems.
• Troubleshoot across hardware, software, control systems and networks, and escalate with clear notes when needed.
• Respond to monitoring alerts and follow up before they become client issues.
• Carry out software updates, patches and configuration changes within agreed change processes.
• Pick up overnight cases from Charlotte at the start of your shift, and hand over to Amsterdam with clear status, next steps and evidence.
• Document fixes, configurations and recurring issues in our knowledge base.
• Keep clients informed with clear, professional communication.

As Lead Support Engineer, you’ll also

• Act as the escalation point for complex incidents in APAC hours.
• Monitor ticket queues, prioritise work and make sure SLAs are met.
• Lead client conversations during high-impact incidents.
• Find root causes of recurring issues and drive improvements to support processes and playbooks.
• Review project handovers from Delivery and flag gaps before sites go live in support.
• Coach your Singapore colleague, and help onboard new team members as the team grows.

Qualifications

• 2+ years of experience in technical support, service engineering or AV/IT service delivery.
• Solid understanding of networking (IP addressing, VLANs, PoE, device connectivity).
• Experience troubleshooting in Windows and Linux environments, using tools such as TeamViewer/NinjaOne, resource monitoring and log files.
• Basic knowledge of AV hardware and signal flow and a willingness to learn more.
• Able to read system documentation, as-builts, and network and wiring diagrams.
• Able to troubleshoot together with local AV suppliers in APAC.
• Professional, fluent English, spoken and written.

Requirements

• 5+ years of experience, ideally including leading or coordinating support processes.
• Working knowledge of AV platforms such as Q-SYS, Crestron, Extron or Dante.
• Experience with ITIL-based workflows, SLA tracking and incident management.
• Experience maintaining high-availability networks and servers; Netgear AV or CCNA certification is a strong plus.
• Understanding of how applications interact across the network, OS and application layers.
• Confident handling escalated client situations and leading client meetings.

Benefits

• This is the start of TSC in Asia. There’s no support playbook for the region yet, so you’ll help write it, from how shifts hand over to how we work with local suppliers.
• You won’t be on your own. You’ll work hand in hand with our teams in Amsterdam and Charlotte.
• If you like knowing why something broke, and you like being the person who quietly keeps it running, we’d like to hear from you.

How you work

• You’re a good communicator, and you stay calm when a client is under pressure.
• You solve problems in a structured way, with good ticket discipline and clear technical writing.
• You’re comfortable working independently, and you know when to escalate.
• You work closely with our Development & Delivery teams, and help improve how we work through better processes, documentation and knowledge sharing.
• You’re curious about technology. When something breaks, you want to know why, not only that it’s working again.

Nice to have

• Experience with JIRA, RMM/monitoring tools (e.g. NinjaOne) and documentation platforms.
• Interest in and knowledge of AI tools.
• Mandarin, Japanese, Korean or another regional language, useful when working with clients and suppliers in the region.