Technical Support Engineer

Job description

Solace helps companies connect and integrate all of their assets through the power of event-driven architecture. Our technology makes it easy to unlock data silos and capture events occurring across large enterprise s ; stream information about those events everywhere it needs to be in real-time ; and give the apps, AI agents and people who receive it the power to immediately react with decisive actions and smart decisions. Many of the world’s biggest companies trust Solace to modernize their IT infrastructure by embrac ing trends like AI, cloud and IoT so they can create awesome experiences for their customers, partners and employees. So, t he next time you drive a car , order furniture online, fly in a plane, check your bank balance on your phone, you r positive experience could be a direct result of our technology — and your hard work! About the Role As a Technical Support Engineer at Solace, you are a trusted champion for our clients — someone who steps in with expertise, ownership, and care to ensure they have an exceptional experience. Based out of our Singapore location, your mission is to support Solace clients by solving technical issues that arise and ensuring their journey with us is smooth and impactful. Whether you’re an Intermediate or Senior Engineer, you’ll be joining a passionate global team that values your craft and empowers you to make a real difference every day. The Cool Stuff You’ll Do Champion a superior customer experience in every interaction — because our clients’ success is our success Proactively contribute to making the production environment more efficient and less error- prone — leaving things better than you found them Drive continuous improvement of our infrastructure tooling, observability, and automation to keep systems running at their best Shape the future of Solace Agent Mesh by actively supporting cutting-edge agentic AI capabilities, enabling autonomous decision-making, multi-agent coordination, and intelligent automation across business processes Own and resolve incidents end-to-end, driving faster resolution times and stronger system reliability Handle service requests and customer provisioning with precision and efficiency, keeping operations flowing smoothly Collaborate with and support partners and regional teams as an integral part of a high- performing global support team Participate in on-call rotation and deliver 12x7 off-hours support, ensuring our clients are never left without expert help Lead and participate in the development of scalable deployment solutions through automation, tooling, and best-in-class engineering practices What You’ll Bring to the Role You’re someone who combines deep technical expertise with a genuine passion for customer success. Here’s what we’re looking for: Must be legally authorized to work in Singapore (Solace is unable to provide visa sponsorship) 5–10+ years of experience in a technical role (software development, technical support, QA, or similar) Solid command of TCP networking concepts and hands-on troubleshooting experience Proven Unix/Linux System Administration skills Programming experience in at least one of: Java, C, or .NET Excellent English communication skills, both written and verbal A strong personal commitment to quality and customer service — you take pride in getting it right Ability to take initiative and thrive in a dynamic, fast-moving working environment Available to provide 12x7 off-hours telephone support approximately one week per month High emotional intelligence — you stay calm, empathetic, and solution-focused when customers are under pressure Proactive, data-driven mindset — you look for patterns, anticipate problems before they escalate, and continuously drive improvements Collaborative team player — you thrive in a globally distributed team and contribute beyond your immediate responsibilities Desired Skills These are the extras that’ll help you hit the ground running and stand out from the crowd: Messaging & Integration Messaging protocols: JMS, MQTT, AMQP, REST Messaging and integration platforms: Kafka, IBM MQ, EMS, Weblogic , JBoss, Websphere , Dell Boomi, TIBCO BusinessWorks , MuleSoft Anypoint Platform Infrastructure & Cloud Virtualization platforms: VMware Tanzu, ESXi , Docker, Podman , Kubernetes, OpenShif t Cloud computing environments: AWS, GCP, Azure Security Authentication protocols: LDAP, Kerberos, OAuth, SSL Client Certificate Authentication AI & Analytics Experience applying AI/ML analytics to extract insights from customer interaction data and improve service delivery Familiarity with NLP tools for intelligent ticket routing and sentiment analysis Ability to leverage predictive analytics to anticipate customer needs and proactively address potential issues Why You’ll Love Working at Solace At Solace, we’re all about smart people, meaningful work, and good vibes. Work with brilliance – Our team is packed with some of the sharpest minds in the industry. Balance matters – We believe work should fit into your life, not the other way around. Hybrid-first – Flexibility is built into how we work, so everyone feels included and empowered. Values-driven – We live and breathe our core values: craftsmanship, trust, courage, freedom, momentum, humility, and human experience. Growth mindset – Our training programs are designed to help you level up, fast. Customer Obsessed – We’re proud of our world-class customer lineup (we’re not shy about it). Keep it fun – We’re social, we keep things simple, and we know how to have a good time. Creative culture – We’ve got a great sense of humour and we make cool videos on topics like MITT and this (check them out!). At Solace, we are committed to a fair, inclusive, and transparent recruitment process. To help identify candidates whose qualifications best align with the role, we use artificial intelligence (AI) tools during the initial stage of resume screening. These tools compare submitted resumes to the job description, focusing on education, experience, and skills. Importantly, all decisions beyond this initial screening— including interviews and final hiring— are made by our human recruitment team. AI is never used to make final hiring decisions. Let’s Talk Not sure you meet every requirement? That’s okay — we’re more interested in your potential and passion. If this role excites you, we’d love to hear from you. Need accommodations during the hiring process? Just let us know — we’re here to support you. Thanks to everyone who applies! While we wish we could connect with every candidate, only those selected to move forward will be contacted. At Solace, we believe that diversity and inclusion drive innovation and growth, both in business and in life. We strive to create an enriching and safe workplace where you can be who you are. If you want to do the best work of your career and feel supported every step of the way, we encourage you to join us!