{"id":3671868,"url":"https://alion.io/job/arcfra-customer-technical-support-engineer","title":"Customer Technical Support Engineer","company":{"id":4402062,"name":"Arcfra","domain":"arcfra.com","url":"https://alion.io/company/arcfra","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":8000,"max":15000,"currency":"SGD","period":"month","gross":true,"usd_annual":140748},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"KVM","optional":false},{"name":"Linux","optional":false},{"name":"OpenStack","optional":false},{"name":"VMWare","optional":false},{"name":"Ansible","optional":true},{"name":"DNS","optional":true},{"name":"Incident Management","optional":true},{"name":"ITSM","optional":true},{"name":"Python","optional":true},{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-03T00:00:00Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Job Title Customer Support Engineer\nDepartment Customer Support / Customer Success\nLocation Singapore\nEmployment Type Full-time\nSupport Coverage Participation in on-call, rotational, or after-hours support may be required\n\nAbout the Role\nWe are looking for a highly capable Customer Support Engineer to provide advanced technical support for customers operating Arcfra’s enterprise cloud and hyperconverged infrastructure platform. This role owns complex technical issues across virtualization, distributed storage, networking, security, backup, disaster recovery, and platform operations. The successful candidate combines Professional Services delivery capability with deeper troubleshooting expertise, strong incident ownership, and the ability to manage high-priority production issues.\n\nKey Responsibilities\nProvide advanced remote and on-site technical support for Arcfra customers across Singapore and the wider region.\nTake technical ownership of complex customer issues from investigation through resolution, root-cause analysis, and closure.\nDiagnose issues across compute, virtualization, distributed storage, networking, security, management plane, backup, replication, disaster recovery, and hardware integration layers.\nHandle high-severity production incidents involving service degradation, platform unavailability, data availability, performance, migration, or upgrade failures.\nPerform incident triage, impact assessment, evidence collection, containment, recovery planning, escalation, and customer communications.\nAnalyse logs, alerts, metrics, configuration data, topology, version details, and operational history to isolate fault domains and identify root causes.\nWork with Engineering and Product teams to reproduce defects, validate fixes, assess product behaviour, and track resolution progress.\nProvide guidance on configuration, upgrades, patching, capacity planning, performance optimisation, security hardening, and operational best practices.\nSupport complex upgrade, expansion, migration, and DR activities including pre-checks, risk reviews, change planning, validation, and post-change verification.\nProduce detailed case notes, RCA reports, knowledge-base articles, troubleshooting guides, and customer-facing technical summaries.\nMentor Resident Engineers and contribute to the technical development of Professional Services and partner teams.\nIdentify recurring product, process, documentation, and usability issues and provide actionable feedback internally.\n\nTechnical Requirements\nCore Platform and Infrastructure Expertise\nStrong hands-on expertise in virtualization, hyperconverged infrastructure, private cloud, distributed storage, and enterprise data-centre operations.\nDeep understanding of KVM, VMware vSphere, OpenStack, HCI, or similar enterprise virtualization and cloud infrastructure platforms.\nStrong Linux troubleshooting capability across logs, services, CPU, memory, file systems, disk and network diagnostics, kernel messages, and resource contention.\nProven ability to isolate faults across hosts, hypervisors, virtual machines, storage, networks, management services, external integrations, and hardware components.\nStorage, Performance, and Resilience\nAdvanced knowledge of replication, striping, consistency, failure domains, rebuild processes, snapshots, cloning, thin provisioning, and capacity management.\nStrong capability in diagnosing storage performance using IOPS, throughput, latency, queue depth, disk utilisation, workload patterns, and network behaviour.\nExperience troubleshooting cluster health, node failures, storage availability, virtual volumes, capacity anomalies, and performance degradation.\nStrong understanding of backup, restore, replication, failover, failback, DR testing, and business-continuity processes.\nExperience with synchronous or asynchronous replication, stretched clusters, active-active architectures, or VM-level DR is highly desirable.\nNetworking, Security, and Support Engineering\nAdvanced troubleshooting across TCP/IP, VLANs, routing, MTU, bonding/LACP, DNS, firewalls, virtual switching, traffic isolation, and network connectivity.\nFamiliarity with RDMA, RoCE, SR-IOV, vGPU, GPU virtualization, multi-path networking, NIC bonding, and high-performance network configuration is highly desirable.\nUnderstanding of secure access, SSH hardening, encryption in transit and at rest, key management, auditability, traffic monitoring, and security baseline enforcement.\nStrong technical case-management discipline covering issue classification, priority assessment, escalation, evidence collection, customer updates, and resolution tracking.\nProven ability to prepare complete and actionable escalation packages for Engineering teams.\nStrong Shell scripting; Python, Ansible, APIs, log analytics, monitoring automation, ITSM, incident management, problem management, and change management experience is preferred.\n\nExperience and Qualifications\nBachelor’s Degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent practical experience will also be considered.\n5-8+ years of experience in enterprise technical support, infrastructure engineering, virtualization, private cloud, HCI, storage, cloud platforms, or data-centre operations.\nAt least 3 years of hands-on experience resolving complex issues in production enterprise environments.\nDemonstrated experience managing critical incidents involving availability, performance, storage, networking, virtualization, or disaster recovery.\nPrior Professional Services, implementation, systems integration, or technical consulting experience is strongly preferred.\nExperience supporting enterprise customers under defined SLAs and incident-management processes is highly desirable.\nVMware VCP/VCAP, RHCE, CCNP, HCIP, cloud infrastructure, or storage certifications are advantageous.\nWorking proficiency in English and Mandarin, including clear customer communication and professional technical documentation; additional Asian language capability is advantageous.\n\nDesired Competencies\nStrong ownership mindset and commitment to customer outcomes.\nExcellent analytical and troubleshooting skills with an evidence-based decision-making approach.\nAbility to communicate calmly, clearly, and professionally during high-pressure incidents.\nAbility to explain complex technical risks and remediation options to varied stakeholder groups.\nStrong cross-functional collaboration with Engineering, Product, QA, Professional Services, Sales Engineering, and external partners.\nAbility to mentor junior engineers and contribute to technical excellence and knowledge sharing.\nWillingness to participate in support rotations and respond to critical customer issues outside standard business hours when required.\nSkills\nCloud Technologies, Virtualization Management, Backup, VMware vCenter, Software Defect Management, CCNP, Fault Analysis, Computer Science, Storage, Customer Experience Consulting, Sla Management, Service Maintenance, Networking, Availability Management, Containment Action, HCI, Virtualization Technology, Customer Acquisition Management, Configuration Solutions, Technical Support","description_format":"text","description_chars":7173,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Information Technology","Cloud Platforms (IaaS & PaaS)"],"lifecycle":[{"event":"open","at":"2026-11-03T08:50:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["seen:0","win:early"],"computed_at":"2026-11-03T18:48:03Z"},"pay":{"stated_usd_annual":140748,"is_top_pay":true},"html_url":"https://alion.io/job/arcfra-customer-technical-support-engineer","json_url":"https://alion.io/job/arcfra-customer-technical-support-engineer.json","meta":{"generated_at":"2026-11-03T18:48:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":746,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4402062},"rest":"https://alion.io/mcp/rest/get_company?id=4402062"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Farcfra-customer-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Farcfra-customer-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Farcfra-customer-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/arcfra-customer-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Farcfra-customer-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3671868}},{"tool":"search_jobs","arguments":{"company":"arcfra.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3671868},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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