Why This Job is Featured on The SaaS Jobs
This Customer Support Engineer role sits at a common pressure point in SaaS: keeping subscription customers productive when product, infrastructure, and integrations meet real-world complexity. The remit spans remote troubleshooting and root-cause analysis across cloud and Windows-based environments, which is typical of enterprise SaaS where reliability and time-to-resolution directly influence renewals and expansion. The Japanese and English requirement also signals a regional coverage model that many global SaaS vendors use to support APAC customers at scale.
Career-wise, the position builds a foundation in the operational mechanics behind SaaS retention. Work like case triage, knowledge base maintenance, and escalation handling develops repeatable problem-solving patterns that translate across support, technical account management, and customer success engineering. Exposure to tools and concepts like Azure monitoring, SQL, and IIS also helps broaden technical fluency beyond a single product surface area, which is valuable in SaaS environments that evolve quickly.
This is best suited to someone who enjoys structured investigation, clear written communication, and turning one-off fixes into documented guidance for others. It fits professionals who want customer-facing technical work with cross-functional collaboration, and who are comfortable balancing responsiveness with careful analysis in a remote support context.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Customer Support Engineer (Singapore - Japanese speaking)
Location: Remote, Singapore
Employment Type: Full-Time
Gross annual base salary: SGD - 78,000 -105,000 (Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria)
Summary
We are looking for a Customer Support Engineer to join our APAC Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/environmental support and resolve any technical issues that may arise. The ideal candidate will be passionate about working with customers, providing exceptional customer service, committing to maintaining our internal & external knowledgebase, and helping enable the success of their teammates.
The position is a remote, home-based role located in Singapore. The successful candidate must be fluent in both Japanese and English, with strong written and verbal communication skills, to support customers across the APAC region.
Primary Duties and Responsibilities
- Respond to customer issues and proactively contact customers to triage problems.
- Provide remote support for OneStream customers.
- Research, resolve and respond to complex issues. Strong understanding of technical troubleshooting.
- Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings.
- Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
- Update and maintain technical knowledge base articles.
- Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency.
- Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration.
- Emphasis on resolving cases as quickly & effectively as possible.
- Assist in developing innovative solutions and building strong relationships with customers.
Required Education and Experience
- Fluency in Japanese and English (written and verbal)
- College diploma or bachelor’s degree in a technology or finance-related field (or equivalent work experience).
- 2+ years Software Application troubleshooting experience.
AND
- Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, Microsoft Azure or other Cloud Hosting).
- Understand the monitoring of customer environments through Azure alerts and other SIEM solutions.
OR
- Prior experience of supporting, using, or managing support for financial/CPM applications.
Preferred Education and Experience
- Experience solving financial-driven support issues.
- Prior experience and/or certification with any of the following products:
- Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programing.
- Microsoft Certifications (Windows , SQL Server ,Azure, Office-Excel).
Knowledge, Skills, and Abilities
- Strong verbal and written communication skills.
- Customer/Client Focus.
- Problem Solving/Analysis.
- Organizational Skills.
- Technical Skills.
- Analytical Skills.
- Handling of critical escalations.
- Self-starter & highly motivated
Travel
- Regular travel is not expected for this position; however, travel may arise as necessary.
Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.
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