Technical Support Specialist (APAC)

About the role

Hupo is an AI-native start-up building sales enablement products for the banking, financial services and insurance industries, and is looking for its first Technical Support Specialist. The role is based in APAC, full-time, and covers the customer support experience from the moment an issue arrives until it is resolved and confirmed with the client. You will be the main point of contact for incoming requests, working closely with the Support Engineer and coordinating with Engineering and Product.

Key responsibilities

• Own incoming support requests and act as the single intake channel, sending the first response within the agreed time.
• Gather troubleshooting information (client, environment, steps to reproduce, session IDs) and resolve common issues using the knowledge base.
• Help clients with access, configuration and platform questions, including SSO and SAML sign-in, user provisioning, roles and permissions.
• Troubleshoot login, voice and session quality issues, and handle enterprise IT and security questions, escalating to Engineering or Product when needed.
• Manage escalations, log issues in Jira, define ticket routing rules and keep tickets and statuses in sync.
• Keep clients informed, manage incidents and share root-cause analyses with clients.
• Join client calls, write client-facing communications and report weekly on ticket volume, response times and recurring issues.
• Build and maintain the knowledge base and help center, and improve documentation and routing.

Required profile

• 2-4 years of customer or technical support experience at a B2B SaaS company, ideally with enterprise clients.
• Clear written communication and a structured approach to troubleshooting.
• Willingness to work directly with clients' IT teams and join client calls.

Required skills

• Working knowledge of SSO and SAML, user provisioning, roles and permissions.
• Comfort with browser, permission and network basics, including firewalls and network whitelisting.
• Jira and a customer support or helpdesk tool.
• Nice to have: Gleap, WebRTC, LMS or SCORM, banking/insurance or AI product support experience, and knowledge-base building.