Technical Support Specialist

About Hupo

We are an AI-native start-up building sales enablement products in the banking, financial services, and insurance industry; already trusted by dozens of enterprise customers (including Fortune 500 companies).

Role at a Glance

Title: Technical Support Specialist
Team: Customer Success Account Management (CSAM)
Employment Type: Full-time
Location: APAC

Why This Role Matters

As our client base grows, so does the number of issues that need a fast, clear and consistent response. We’re looking for our first Technical Support Specialist to own the customer support experience from the moment an issue comes in until it is resolved and confirmed with the client.

You’ll be the main point of contact for incoming support requests, working closely with our Support Engineer, who handles deeper technical investigations, and coordinating with Engineering and Product when needed. Beyond resolving individual issues, you’ll build the processes, documentation and knowledge base that help us deliver reliable support as we scale.

As our first Support hire, you’ll have the opportunity to shape how Hupo handles customer support, with room to grow into a leadership position as the team expands.

What You'll Do

Own incoming customer support requests

• Own our customer support platform as the single intake channel for support requests, whether they come through the in-app widget, forwarded email or another routed channel.

• Send the first response to every ticket within the agreed response time.

• Gather the information needed to investigate issues, including the client and environment, affected users, steps to reproduce, screenshots, browser and device details, and session IDs.

• Resolve common issues that don't require Engineering, such as user errors and known issues, using the knowledge base.

Help clients with access, configuration and platform questions

• Troubleshoot login and access issues involving SSO and SAML sign-in, user provisioning, roles and permissions.

• Handle configuration questions and changes within admin tools, escalating requests that require code or infrastructure changes.

• Support enterprise IT and security questions relating to access, network whitelisting and the support platform itself, including what data the in-app widget captures. Bring in FDEs or Engineering when needed.

• Help troubleshoot voice and session quality issues, including microphone and browser permissions, connectivity, firewall blocks and latency.

• Investigate platform and integration questions, such as LMS and SCORM completion sync issues or reporting discrepancies.

Manage escalations and coordinate with Engineering and Product

• Log issues requiring Engineering or Product input in Jira, with a clear summary, client details, priority and relevant troubleshooting information.

• Define and maintain ticket routing rules, including ticket types (bug, question, feature request or access issue), priorities and tags by client and market. The Support Engineer owns the integration itself.

• Apply agreed rules to distinguish bugs, configuration issues, feature requests and user errors.

• Keep customer support tickets and Jira statuses in sync so clients and internal teams have a consistent view of each issue.

• Track escalated tickets, follow up with owners and confirm fixes with clients before closing tickets.

Keep clients informed and manage incidents

• Own response times and regular status updates for every open ticket, including those waiting on Engineering or Product.

• Manage client communication during incidents, including initial notices, regular updates and closing messages.

• Share root-cause analyses (RCAs) with clients once they are ready from the Support Engineer.

• Join client calls for escalations, incident debriefs and regular support reviews with key accounts.

• Write clear client-facing communications, including incident notices, status updates and known-issue updates.

• Report weekly on ticket volume, response times, top issue categories and recurring issues by client, flagging patterns to the Support Engineer.

• Own response times and update frequency, while Engineering or Product owns resolution timelines when a fix depends on them.

Build the knowledge base and improve support processes

• Build and maintain a knowledge base for clients and the internal team, using lessons from resolved tickets.

• Develop our built-in help center and AI-powered answers to help clients resolve common questions independently.

• Identify recurring issues and opportunities to improve documentation, ticket routing and the overall support experience.

Outside this role

• Deeper technical investigation, such as log analysis, reproducing production issues and code fixes, sits with the Support Engineer.

• New client deployments, content creation and commercial conversations are outside the scope of this role.

What Success Looks Like

Within your first few months, you'll:

• Establish a reliable support process where incoming requests are captured, acknowledged and tracked through to resolution.

• Ensure Engineering receives clear, actionable information for escalated issues, reducing unnecessary back-and-forth with clients.

• Build consistent ticket routing, prioritisation and status-tracking practices across the customer support platform and Jira.

• Create and maintain a useful knowledge base and help center that enable clients to resolve common issues independently.

• Establish regular reporting on support performance and recurring issues, helping the team identify areas for improvement.

You’ll also be expected to continuously:

• Keep clients informed and follow through on every open issue, even when resolution depends on another team.

• Identify recurring problems and suggest practical ways to improve the support experience.

• Adapt and expand your impact as Hupo's client base and support needs grow.

• Take ownership of new problems and help shape the support function as the team scales.

What We're Looking For

Must-Haves

• 2–4 years of experience in customer support or technical support at a B2B SaaS company, ideally supporting enterprise clients.

• Working knowledge of SSO and SAML, user provisioning, roles and permissions, and troubleshooting sign-in issues.

• Comfort with browser, permission and network basics, including how firewalls and network whitelisting affect access.

• Clear written communication skills, especially for calm, accurate client-facing updates and incident notices.

• A structured approach to gathering troubleshooting information so Engineering can investigate without repeatedly going back to the client.

• Experience using Jira and a customer support or helpdesk tool.

• Strong ownership and follow-through, including chasing updates, keeping clients informed and confirming fixes before closing tickets.

• Willingness to work directly with clients' IT teams and join client calls when needed.

Nice-to-Haves

• Experience with Gleap or a comparable in-app support and help-center tool.

• Familiarity with WebRTC, real-time audio or speech-to-text systems.

• Familiarity with LMS or SCORM integrations.

• Experience supporting enterprise clients in banking, financial services or insurance.

• Experience supporting an LLM or AI product in production.

• Experience building a knowledge base from resolved tickets or leading or mentoring a support team.