Job title: L1 Support Engineer

Job Description

Working Hours: Monday – Thursday (8.30am – 6pm), Friday (8.30am – 5.30pm)
Working Location: South
Salary Package: SGD 4,000 + AWS
Employment Type: Contract 

As an L1 Technical Support Associate, you are the frontline technical analyst for our system integration ecosystem. You are responsible for the initial investigation of API issues and the validation of critical service
requests. 

Responsibilities: 
    · Perform initial investigation and forensic troubleshooting of API issues using logs and metrics from Datadog and AWS CloudWatch
    · Trace Request IDs and Correlation IDs to identify failure points within the internal application stack
    · Analyse JSON payloads, headers, and tokens to diagnose OIDC/OAuth 2.0 issues such as malformed JWTs, invalid signatures, and scope mismatches
    · Differentiate between partner-side configuration issues and potential internal system failures before escalation to L2/L3 teams
    · Resolve known issues using SOPs and prepare comprehensive technical evidence for escalations
    · Validate and manage high-impact service requests including Production Certificate rotations, JWKS key rotations, and OIDC metadata updates
    · Perform technical pre-checks on partner-provided configurations (e.g., JWKS URIs, metadata files) to ensure compliance with specifications
    · Identify configuration risks that may result in partner downtime or security vulnerabilities
    · Manage and track tickets within Zendesk in accordance with defined SLAs for response and resolution
    · Monitor ticket queues, support volume, incident trends, and resolution metrics for operational reporting
    · Provide regular reporting to management on support performance and recurring partner issues
    · Collaborate with L2 teams to identify knowledge gaps and ensure Knowledge Base articles reflect current frontline troubleshooting trends

Requirements: 
    · Minimum Diploma in Computer Science, Information Technology, or related discipline
    · At least 4 years of relevant experience in helpdesk, application support, or technical support roles
    · Experience supporting REST APIs and troubleshooting API integrations in production environments
    · Proficiency in using Datadog Log Explorer and AWS CloudWatch Logs for log analysis and troubleshooting

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Wong Siew Ting (Maeve) - R25127375

ScienTec Consulting Pte Ltd - 11C5781