Client Support Engineer

Locations: Singapore

ABOUT US

KeyReply 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.

We support over 400,000 patient interactions each month across voice and digital channels. Working closely with partners like Microsoft and Meta, KeyReply is deployed in 10+ countries across Southeast Asia, the US, Australia, and Latin America, helping healthcare systems scale personalized support with confidence.

THE OPPORTUNITY

KeyReply'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.

This 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.

WHAT MAKES THIS ROLE INTERESTING

• You will see failure modes that the engineering team never anticipated — and your investigation notes will directly shape how they are fixed
• You are working with enterprise and government-grade systems: authentication flows, access controls, integration behavior at scale
• Direct line to the CTO — your escalations and pattern reports go somewhere, and you will see them acted on
• You will build the knowledge infrastructure from the ground up — there is no legacy system to inherit, just the standard to set
• Every ticket is a puzzle. The environment is complex enough that most issues require genuine investigation, not script-following

THE WORK

Support Queue Ownership

• Own inbound technical support across KeyReply's client base — single point of contact, full accountability.
• Triage by complexity: simple clarifications closed same-day, investigations scoped, tracked, and documented
• Communicate directly with clients in clear, professional English — you represent the product in writing
• Escalate to engineering only when a fix or deployment decision is required — everything else, you resolve

Investigation and Diagnosis

• Reproduce client-reported issues, trace system behavior end-to-end, identify root cause
• Work through under documented or ambiguous scenarios independently — you find the answer, you do not wait for it
• Document the full investigation path, not just the resolution — your notes are the asset

AI-Assisted Response Workflow

• Use AI tools to accelerate first-draft responses
• Review, fact-check, and rewrite output before it reaches the client — you are accountable for accuracy
• Develop and apply your own judgment on when AI-generated content can be trusted and when it cannot

Knowledge Management

• Build and maintain a structured knowledge bank across all client queries and resolutions
• Write entries precise enough that any engineer on the team could close a repeat issue from your notes alone
• Surface recurring patterns to the CTO and engineering team with enough context to act on

WHAT WE ARE LOOKING FOR

Technical Foundation

• Background in software development, systems administration, or security engineering — you understand how enterprise systems break and why
• Comfortable with APIs, system logs, network behavior, and enterprise software environments
• Prior exposure to secure or regulated environments: government, financial services, healthcare, or defense
• Working knowledge of identity management, access controls, authentication protocols, and compliance frameworks

Cybersecurity Knowledge

• Formal security training or certification, OR direct hands-on experience with enterprise or government-grade secure systems
• Capable of diagnosing issues involving security configurations, authentication layers, or data handling permissions without escalating every question to engineering

Certifications we look for:

• CompTIA Security+