{"id":1322707,"url":"https://alion.io/job/getrezonate-client-support-engineer","title":"Client Support Engineer","company":{"id":3829153,"name":"Getrezonate","domain":"getrezonate.com","url":"https://alion.io/company/getrezonate","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BrioHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"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":null,"salary_estimate":{"min_usd":25000,"max_usd":57000,"period":"year","method":"role_country_seniority_unknown","sample_n":103},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-26T23:00:56Z","employer_posted_date":"2026-09-26","last_verified_at":"2026-09-27T02:18:20Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Locations: Singapore\nABOUT US\nRezonate is a healthcare AI operating system accredited by Singapore’s Ministry of Health and trusted by 60% of public hospitals. Our low/no-code platform helps healthcare teams build and deploy safe, governed AI solutions up to 90% faster, with strong guardrails for reliability and responsible AI.\nWe support over 400,000 patient interactions each month across voice and digital channels. Working closely with partners like Microsoft and Meta, Rezonate is deployed in 10+ countries across Southeast Asia, the US, Australia, and Latin America, helping healthcare systems scale personalized support with confidence.\nTHE OPPORTUNITY\nRezonate's platform runs inside some of the most security-sensitive environments in the region - government agencies, regulated enterprises, healthcare systems. When something does not behave as expected, clients need someone who can investigate at a systems level, not someone who will log a ticket and wait.\nThis role sits at the intersection of engineering and client trust. You will report directly to the CTO, work with the full technical context of the product, and be the person who turns client confusion into resolved issues and documented knowledge. You will not build the product - but you will understand it as well as anyone who does.\nWHAT MAKES THIS ROLE INTERESTING\nYou will see failure modes that the engineering team never anticipated - and your investigation notes will directly shape how they are fixed\nYou are working with enterprise and government-grade systems: authentication flows, access controls, integration behavior at scale\nDirect line to the CTO - your escalations and pattern reports go somewhere, and you will see them acted on\nYou will build the knowledge infrastructure from the ground up - there is no legacy system to inherit, just the standard to set\nEvery ticket is a puzzle. The environment is complex enough that most issues require genuine investigation, not script-following\nTHE WORK\nSupport Queue Ownership\nOwn inbound technical support across Rezonate's client base - single point of contact, full accountability.\nTriage by complexity: simple clarifications closed same-day, investigations scoped, tracked, and documented\nCommunicate directly with clients in clear, professional English - you represent the product in writing\nEscalate to engineering only when a fix or deployment decision is required - everything else, you resolve\nInvestigation and Diagnosis\nReproduce client-reported issues, trace system behavior end-to-end, identify root cause\nWork through under documented or ambiguous scenarios independently - you find the answer, you do not wait for it\nDocument the full investigation path, not just the resolution - your notes are the asset\nAI-Assisted Response Workflow\nUse AI tools to accelerate first-draft responses\nReview, fact-check, and rewrite output before it reaches the client - you are accountable for accuracy\nDevelop and apply your own judgment on when AI-generated content can be trusted and when it cannot\nKnowledge Management\nBuild and maintain a structured knowledge bank across all client queries and resolutions\nWrite entries precise enough that any engineer on the team could close a repeat issue from your notes alone\nSurface recurring patterns to the CTO and engineering team with enough context to act on\nWHAT WE ARE LOOKING FOR\nTechnical Foundation\nBackground in software development, systems administration, or security engineering - you understand how enterprise systems break and why\nComfortable with APIs, system logs, network behavior, and enterprise software environments\nPrior exposure to secure or regulated environments: government, financial services, healthcare, or defense\nWorking knowledge of identity management, access controls, authentication protocols, and compliance frameworks\nCybersecurity Knowledge\nFormal security training or certification, OR direct hands-on experience with enterprise or government-grade secure systems\nCapable of diagnosing issues involving security configurations, authentication layers, or data handling permissions without escalating every question to engineering\nCertifications we look for:\nCompTIA Security+","description_format":"text","description_chars":4194,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Security","Incident Response"],"lifecycle":[{"event":"open","at":"2026-09-26T23:00:56Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":21,"reasons":["conf:27","velocity","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/getrezonate-client-support-engineer","json_url":"https://alion.io/job/getrezonate-client-support-engineer.json","meta":{"generated_at":"2026-09-29T01:57:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1611,"day_limit":5000,"remaining_today":3389,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}