Technical Support Specialist (Singapore)

This is a remote position.

More About Unit21

Unit21 helps fintechs and financial institutions combat fraud and money laundering through a powerful, flexible risk and case management platform. Our customers rely on us to detect, investigate, and stop financial crime—without slowing down their business.

As we expand internationally, we’re hiring our first Customer Support Specialist in Singapore to support customers across the APAC region.

About the Role

As a Customer Support Specialist, you’ll be the front line of support for Unit21 customers, owning ticket-based communication and helping users resolve issues, adopt best practices, and get maximum value from our platform.

This is a high-ownership role suited for someone comfortable working independently, navigating ambiguity, and helping build the foundation for regional support as we grow.

What You’ll Do

• Own and manage incoming customer support tickets end-to-end

• Investigate, troubleshoot, and resolve issues with a focus on first-level resolution

• Prioritize tickets based on severity, impact, and SLAs

• Develop deep product knowledge to support customers effectively

• Troubleshoot issues including:

• Detection models, alerts, and case management workflows

• Platform bugs and feature requests

• False positives and detection model best practices

• Operational workflow challenges

• File upload and download issues

• Document findings and escalate issues to Engineering when needed

• Partner cross-functionally with:

• Customer Success to align communication and resolve customer issues

• Product to share customer feedback and feature requests

• Engineering to support bug fixes and incident response

• Help improve support processes as the APAC customer base scales

What We’re Looking For

• 2+ years of experience in Customer Support, Technical Support, or other customer-facing roles

• Strong ability to explain technical concepts in clear, customer-friendly language

• General technical aptitude with strong problem-solving skills

• Excellent written and verbal communication skills

• Comfortable working independently and taking ownership as an early regional hire

• Curious mindset and willingness to deeply learn the product and customer use cases

• Bachelor’s degree or equivalent practical experience

Why Join Unit21

• Be the first support hire in Singapore with real ownership and impact

• Work closely with