SUPPORT ENGINEER – APAC

Job description

ABOUT US At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies. We serve as the international development arm of the TOPPAN Group in the security domain, founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions. Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun . We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do. Join us and be part of a global, collaborative team where trust and innovation drive everything we do. ABOUT THE ROLE We are looking for a motivated and skilled Technical Support Engineer to support and maintain our solutions deployed across customer sites. In this role, you will be a key technical point of contact for our customers, helping to diagnose and resolve incidents quickly and efficiently while ensuring services are restored within agreed SLAs. You will work across software, infrastructure, servers, and databases, collaborating with customers, local partners, field engineers, development teams, and other internal stakeholders to keep our systems running smoothly. This is a hands-on role for someone who enjoys solving technical challenges, taking ownership, and working in an international environment. WHAT YOU WILL DO Provide Level 1 and Level 2 technical support to customers. Deliver professional support in line with Service Level Agreements (SLAs), ensuring contractual targets and customer satisfaction are maintained within an ITIL framework. Diagnose, investigate, and resolve software, infrastructure, server, and database issues. Manage incidents, service requests, problems, and assets, including updating and maintaining support tickets. Proactively identify and anticipate issues that could impact customer systems. Work with customers, suppliers, local partners, field engineers, development teams, and deployment teams to investigate and resolve technical issues. Perform root cause analysis for system failures and monitor recurring incidents and trends. Conduct trend analysis to identify potential issues before they impact customers. Proactively monitor and investigate production servers and databases. Support internal stakeholders with investigations into escalated incidents, problems, and service requests. Prepare clear documentation covering incident root causes, resolutions, and corrective actions. Contribute to knowledge management by creating and maintaining technical documentation, troubleshooting guides, user manuals, training videos, and presentation materials. Provide customer site visit reports, periodic reports, status updates, and technical feedback as required. ABOUT YOU You enjoy solving technical problems, working closely with customers, and taking ownership of issues through to resolution. You are comfortable working independently while also collaborating with different technical teams and stakeholders. You bring a structured approach to troubleshooting, strong communication skills, and the ability to stay focused when working on business-critical systems. You are also curious, eager to learn, and interested in developing your technical expertise within an international environment. WHAT YOU WILL BRING At least 3 years of experience in Level 1 and Level 2 technical support. An Engineering degree or another relevant technical qualification. ITIL Foundation certification, equivalent qualification, or good knowledge of ITIL principles. Experience investigating and troubleshooting technical incidents across software and infrastructure environments. A strong sense of ownership and the ability to work with minimal supervision. Good analytical and problem-solving skills. A collaborative mindset and the ability to work effectively with customers, partners, and internal technical teams. Effective communication skills in English. Chinese language skills would be an advantage. WORK REQUIREMENTS Must be legally eligible to work in Hong Kong . Willingness and ability to travel internationally when required for system support and rollout activities. Compliance with all relevant TOPPAN Security policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems. WHAT WE OFFER The opportunity to work with cutting-edge technologies and continuously develop your technical skills. A collaborative and supportive international working environment. Competitive compensation and benefits. Opportunities for professional growth and career development. International travel opportunities and exposure to global markets. TOPPAN Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.