L2 Support Engineer

About the role

Avaloq is seeking a dynamic and empathetic L2 Support Engineer to join its Singapore team. You will act as the primary client contact, ensuring rapid issue resolution and consistent SLA performance while working in a hybrid model (three days onsite).

Key responsibilities

• Serve as the primary client contact for all support matters, leading performance reviews and fostering strong relationships.
• Manage end‑to‑end incident resolution, coordinating with internal teams for rapid escalation and closure.
• Provide assertive leadership during complex problem‑solving, balancing client needs with organisational capabilities.
• Maintain audit and compliance integrity through meticulous documentation and regular housekeeping.
• Support on‑call operations and act as manager in charge during critical incidents to ensure 24/7 system availability.
• Analyse support trends and customer feedback to identify process‑improvement opportunities.
• Coordinate with vendors and third‑party partners to resolve complex technical issues.
• Develop and maintain comprehensive documentation and knowledge‑base resources.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or equivalent experience.
• Proven experience managing client accounts in a banking or financial services environment.
• Excellent communication and problem‑solving abilities, able to explain complex technical concepts clearly.
• Strong leadership, prioritisation and decision‑making skills under time‑sensitive conditions.
• Meticulous organisational skills with a focus on audit and compliance procedures.
• Willingness to work in a hybrid setup and on a rotational holiday on‑call schedule.

Required skills

• Microsoft Office Suite
• Microsoft Excel (intermediate reporting and analysis)
• SQL for data queries and validation
• JIRA for issue tracking
• Confluence for documentation

What we offer

• Hybrid work model with three days per week in the office.
• Flexible working arrangements to support work‑life balance.
• Inclusive, diverse culture that values authentic self‑expression.