L2 IT Support Engineer (Tech Support)

Sleek

  • Singapore
  • Permanent
  • Full-time
  • 5 hours ago
Job Description:Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.We operate 3 business segments: * Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations
  • Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service
  • FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses
Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset.We have recently raised Series B financing off the back of
70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia.Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.Requirements:We are looking for an L2 IT Support Engineer (Tech Support) that is excited about the below Mission and Outcomes.Mission:Ensure the reliable, secure, and efficient operations of all technology systems by providing timely technical assistance, maintaining infrastructure, and implementing solutions that enable staff to work without disruption.Outcomes:Foundational Setup (Months 1-3)
  • System & Environment Familiarization - Fully onboarded into the company's IT infrastructure, network, software stack, and security protocols.
  • Process Mastery - Proficient with the ticketing system, escalation paths, and incident reporting workflows.
  • Relationship Building - Established working rapport with key internal teams (Engineering, HR, Operations) and vendor contacts.
  • Early Ticket Resolution Metrics - Capable of resolving 60-70% of Level 1 issues independently within Service Level Agreement (SLA) targets.
Operational Effectiveness (Months 4-6)
  • Improved SLA Compliance - Achieving or exceeding SLA targets for first-contact resolution and ticket closure time.
  • Knowledge Base Contributions - Creating/updating internal documentation for common issues, onboarding guides, and troubleshooting steps.
  • Security & Compliance Adherence - Active role in implementing MFA, access reviews, and basic cybersecurity training initiatives.
  • Proactive Monitoring - Identifying and addressing recurring technical issues before they become disruptions.
  • Cross-Training - Gaining intermediate proficiency in specialized systems (e.g., cloud services, MDM, VoIP).
Strategic Impact (Months 7-12)
  • Root Cause Analysis & Prevention - Leading small-scale problem management efforts to eliminate repetitive issues.
  • Project Participation - Supporting or leading IT-related initiatives such as system upgrades, cloud migrations, or security audits.
  • Efficiency Improvements - Implementing automation or improved workflows that reduce ticket volume by 10-20%.
  • User Satisfaction Growth - Increasing IT support satisfaction scores in employee surveys.
  • Long-Term Asset Planning - Assisting with hardware refresh cycles, budgeting inputs, and vendor performance reviews.
By Month 12
  • Resolve 80-90% of standard issues without escalation.
  • Maintain SLA compliance above 95%.
  • Have contributed at least 5-10 process/documentation improvements.
  • Be a recognized point of contact for specific IT areas (e.g., endpoint security, collaboration tools).
  • Show measurable impact in reducing downtime and improving employee productivity.
To do this, you will have a minimum of 2 years experience in technical support and you will most likely be located in India or Philippines.Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.Humility: There is so much we don't know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you're more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it's critical that we use sound data to support our strategies and review the success of our initiatives.Can have tough conversations in a positive way: It's not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships.Tech + services savvy: We are a tech-enabled services business, automating traditional, manual processes and delighting customers while doing so. You will thrive as someone who understands and is excited by the challenges and opportunities of utilising software to scale a business.Problem Solving: You'll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents.The Interview ProcessThe successful candidate will participate in the below interview stages. We anticipate the process to last no more than 3 weeks from start to finish.Whether the interviews are held over video call or in person will depend on your location and the role.Screening InterviewA ~30 minute chat with a Talent Acquisition Lead to discuss the role and your experience.Case studyA ~60 minute chat with the Hiring Manager, where they will give you some real-life challenges that this role faces, and will ask for your approach to solving them.Career deep diveA ~60 minute chat with the Hiring Manager. They'll discuss your last 1-2 roles to understand your experience in more detail.Behavioural fit assessmentA ~60 minute chat with a member of the HR or leadership team, where they will dive into some of your recent work situations to understand how you think and work.Offer + reference interviewsWe'll make a non-binding offer verbally or over email, followed by a couple of short phone or video calls with references that you provide to us.Requirement for background screeningPlease be aware that Sleek is a regulated entity and as such is required to perform different levels of background checks on staff depending on their role.This may include using external vendors to verify the below:
  • Your education
  • Any criminal history
  • Any political exposure
  • Any bankruptcy or adverse credit history
We will ask for your consent before conducting these checks. Depending on your role at Sleek, an adverse result on one of these checks may prohibit you from passing probation.By submitting a job application, you confirm that you have read and agree to our Data Privacy Statement for Candidates, found at sleek.com.Benefits:Some other great things about working at Sleek…Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh. Kindness is also incredibly important. We are committed to creating and nurturing a diverse and inclusive environment.Flexibility: You'll be able to work from home 5 days per week. If you need to start early or start late to cater to your family or other needs, we don't mind, so long as you get your work done and proactively communicate. You can also work fully remote from anywhere in the world for 1 month each yearFinancial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules. Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region.Personal growth: You'll get a lot of responsibility and autonomy at Sleek - we move at a fast pace so you'll be making decisions, making mistakes and learning. There's also a range of internal and external facing training programmes we run. We're also at the forefront of utilising AI in our space and are developing a regional centre of AI excellence. It is our intention that if you leave Sleek, you leave as a more well-rounded person and professional.Sleek is also a proudly certified B Corp. Since we started our journey in 2017, we've been committed to building Sleek as a force for good. In just over 5 years, we've joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and a regenerative economy. We have planted over 29,271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1.4M pages through SleekSign. We aim to be Carbon Neutral by 2030.

Sleek