Head of Technical Support

About the Role

We are looking for an experienced, technical, and client-centric Head of Technical Support to build, lead, and scale our Tier 1 to Tier 3 technical support operations. Because UpPass serves as mission-critical infrastructure for loan origination flows, customer downtime or API latency directly impacts client lending volumes. In this role, you will be responsible for defining SLA guarantees, owning API integration support for enterprise developers, driving technical incident escalation with core engineering, and building automated support tooling. You will bridge complex technical troubleshooting (inspecting webhooks, API payloads, and integration logs) with executive-level communication.

Operational Leadership & Team Scaling

• Build, mentor, and lead a high-performing global technical support organization capable of supporting 24/7 mission-critical operations.
• Define and enforce strict SLAs/OLAs for ticket response and resolution times across enterprise tier clients.
• Establish operational metrics, Support KPIs (CSAT, MTTR, First Contact Resolution), and clear escalation paths for incident response.

Integration & Developer Support

• Serve as the senior technical escalation point for client engineering teams integrating the UpPass Onboarding API, SDKs, and webhook payloads.
• Oversee hands-on technical troubleshooting involving REST APIs, authentication failures, rate limits, JSON payloads, and integration edge cases with regional data registries.
• Partner with Product and Engineering to ensure client-facing API documentation, integration guides, and developer sandbox utilities remain accurate and developer-friendly.

Cross-Functional Escalation & Incident Management

• Act as the main liaison between Technical Support, Product Managers, and Core Backend Engineering during system incidents, degradation, or regional registry downtime.
• Run post-incident reviews (Post-Mortems) with engineering leads to ensure recurring API failure points or platform bugs are permanently resolved.
• Communicate transparently with enterprise clients during high-severity outages or data pipeline delays.

Tooling & Automation

• Deploy and optimize modern support infrastructure (ticketing platforms, status pages, automated log parsing tools, diagnostic dashboards).
• Build internal workflows that leverage AI and automated log inspect tools to accelerate ticket classification and root-cause analysis for support engineers.

Core Qualifications

• Technical Background: 7+ years of experience in technical support, developer support, or solution engineering within a SaaS, Fintech, API-first platform, or cloud infrastructure environment. 3+ years in a team lead or managerial capacity.
• Hands-On Technical Aptitude: Deep working knowledge of RESTful APIs, HTTP status codes, webhooks, JSON structures, Postman, and browser/network developer tools.
• Log Analysis & Diagnostics: Ability to read application logs, trace database timeouts, and analyze cloud monitoring dashboards (e.g., Datadog, CloudWatch, OpenSearch) to isolate client implementation bugs from platform outages.
• Fintech / RegTech Experience: Familiarity with digital onboarding workflows, eKYC/eKYB compliance checks, identity verification, or lending technologies.
• Exceptional Communication: Fluent written and spoken English. Proven ability to distill complex technical issues into clear, empathetic communication for non-technical stakeholders while speaking the precise language of enterprise software engineers.

Preferred Qualifications

• Knowledge of regional data protection standards (PDPA/GDPR) and secure handling of PII data in support logs.
• Prior experience working in high-growth startup environments operating across Southeast Asia.