TechnicalSupportAnalyst

The Role We are looking for a Technical Support Analyst to join our Singapore team as our second analyst in the region, strengthening our APAC presence and ensuring our customers across the Asia-Pacific time zone receive fast, expert, and genuinely helpful support. This is an L1 role: you will be the first point of contact for our customers, handling inbound support requests across our product suite, triaging and resolving issues where you can, and escalating thoughtfully where you cannot. You will work closely with our L2 team and with Customer Success to ensure no customer is left waiting and no issue falls through the gap. We are a fintech company on a mission to fight financial crime. Our platform uses AI, machine learning, and big data to help compliance teams at over 1,300 customers across 75+ countries work faster and more accurately. The problems our customers bring to support are real, operational, and often time-sensitive — and how quickly and how well we respond has a direct impact on their day-to-day operations. Support is not a back-office function: it is a critical touchpoint that connects our customers to our Data, Research, Business Information, Product, and Engineering teams. Speed of response and quality of resolution are both non-negotiable. You are fluent in both English and Mandarin, which will allow you to support our growing base of Mandarin-speaking customers directly and without friction. What You Will Be Doing Customer Support it is a core part of how this role is performed. Handle all customer data, including PII, with the highest level of care. Never share, expose, or transmit customer data outside of approved channels and processes. Follow ComplyAdvantage data handling policies and information security best practices at all times — in ticket responses, in internal communications, and in how you use and store information. Apply meticulous attention to detail when drafting responses: check that you are replying to the right customer, refer