Software Support Executive

Here's the JD for a Software Support Executive, aligned with Amber Creative's positioning:

Company Overview Amber Creative is a full-service digital agency in Singapore offering web and mobile development, UI/UX design and generative AI services to create user-centric, innovative digital solutions.

Job Summary We are seeking a detail-oriented and client-focused Software Support Executive to provide technical support, troubleshoot software issues, and ensure seamless day-to-day operation of digital products and platforms for our clients. The ideal candidate is a strong communicator who can bridge the gap between technical teams and end users, and is comfortable working in an AI-augmented support environment.

Responsibilities

Serve as the first point of contact for client-reported software issues, handling inquiries via ticketing systems, email, and messaging platforms promptly and professionally

Diagnose, troubleshoot, and resolve software bugs, configuration issues, and user errors across web and mobile applications

Escalate complex or unresolved issues to development and engineering teams with clear, well-documented bug reports and reproduction steps

Monitor and manage the support ticket queue, ensuring SLAs are met and clients are kept informed of progress throughout issue resolution

Conduct user acceptance testing (UAT) coordination and assist clients through software releases, updates, and go-live transitions

Create and maintain support documentation including FAQs, user guides, troubleshooting runbooks, and known issue logs

Liaise with project managers and developers to relay client feedback and surface recurring issues that may indicate systemic defects or UX gaps

Assist in onboarding new clients to platforms by delivering training sessions and walkthroughs

Use generative AI tools to draft support responses, summarise ticket histories, and produce client-facing documentation more efficiently

Identify patterns in support requests and proactively flag improvement opportunities to the product and development teams

Maintain accurate records of all support interactions, resolutions, and escalations for reporting and continuous improvement

Required competencies and qualifications

Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field

1–2+ years of experience in a software support, helpdesk, or technical customer service role

Solid understanding of web and mobile application fundamentals, including basic familiarity with HTML, APIs, and databases

Experience working with ticketing and project management tools such as JIRA, Freshdesk, Zendesk, or equivalent

Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users

Systematic troubleshooting approach with strong attention to detail and follow-through

Ability to manage multiple open tickets and competing priorities without dropping the ball

Preferred competencies and qualifications

Experience supporting SaaS platforms or client-facing digital products in an agency or managed services environment

Familiarity with software development lifecycles (SDLC) and agile delivery practices

Working knowledge of generative AI tools (e.g. Claude, ChatGPT) for support workflow augmentation — drafting responses, summarising threads, generating documentation

Basic scripting or SQL knowledge for log analysis and data lookups

Understanding of data privacy and security best practices relevant to client data handling (PDPA compliance a plus)

Pay: $2,500.00 - $3,500.00 per month

Work Location: Hybrid remote in Singapore