Technical Support Analyst

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 & Ticket Management Serve as the first point of contact for inbound support requests from ComplyAdvantage customers across the APAC region, primarily via our ticketing platform (Pylon) and email. Triage all incoming tickets accurately and promptly: assess the nature of each request, categorise it correctly, and either take ownership and respond directly, or route to the relevant internal team — Data, Research, Business Information, Customer Success, Implementation, Product, Engineering, or L2 — with clear context and correct prioritisation. Resolve L1 issues independently to a high standard, with a strong first-contact resolution rate as a personal benchmark. When escalating or routing, provide thorough handover notes so that the receiving team has everything they need and the customer never has to repeat themselves. Keep customers informed at every stage — proactive updates, not radio silence. If something is taking longer than expected, the customer should hear from you before they chase. Follow up on resolved tickets to confirm the customer is satisfied and the issue has not recurred. Take personal ownership of your performance against key metrics: First Response Time, Response Time, Resolution Time, and CSAT scores. These are not just team targets — they reflect the quality of your individual work and are reviewed regularly. Flag proactively when your queue is at risk of breaching SLAs, rather than waiting for a breach to happen. Support Mandarin-speaking customers directly in their preferred language, providing the same quality of service as English-language interactions. Product Knowledge & Customer Education Develop and maintain a deep, working knowledge of the ComplyAdvantage product suite, including how customers use the platform to manage compliance and financial crime risk. Proactively identify opportunities to educate customers on product features, best practices, and self-serve resources that will reduce future friction. Contribute to and maintain the team knowledge base: when you resolve an issue that is not yet documented, write it up. A well-maintained KB reduces repeat tickets for everyone. Stay current with product updates, new features, and known issues so that your support is always accurate and up to date. Quality & Continuous Improvement Take ownership of the quality of your own work: re-read your responses before sending, check that the solution actually addresses the customer’s problem, and never send a holding response when a substantive one is possible.