Tech Support Specialist

Salary: $3,000 – $4,000 per month

About Aureus

Aureus is one of the fastest-growing music education brands, combining operational excellence with learner-centric innovation. We are entering a new phase of rapid expansion - including new markets and enhanced digital experiences. We are building a best-in-class tech team to support our next chapter of growth.

Role Summary

We are hiring a Tech Support Specialist to keep our mobile and web applications running smoothly for our users. You will troubleshoot technical issues, manage support tickets within SLA, and monitor system performance, working closely with developers, QA, and product managers to resolve problems quickly. You will also help improve our support processes and documentation, while building a solid understanding of our in-house platforms and deployment life cycle.

Key Responsibilities

Technical Support & Ticket Management

• Provide technical support and troubleshooting for mobile and web applications.

• Manage and resolve support tickets efficiently, ensuring adherence to SLA requirements.

• Monitor system performance and escalate issues when necessary.

Cross-Team Collaboration

• Work closely with developers, QA teams, and product managers to resolve technical challenges.

• Understand and support the deployment life cycle, from design through to deployment.

• Build familiarity with in-house platforms and technologies, including but not limited to RDS, Redis, ReactJS, NodeJS, and Flutter.

Documentation & Process Improvement

• Maintain and improve internal documentation on Jira, Confluence, and Salesforce.

• Collaborate with the team to enhance support processes and metrics.

What We Are Looking For

Experience

• Diploma or Degree in Computer Science, Information Technology, or a related field.

• 1 year of experience in technical support, application support, or a similar role.

• Experience supporting mobile and/or web applications.

• Experience with ticketing and documentation tools such as Jira, Confluence, or Salesforce is an advantage.

Skills & Competencies

• Strong troubleshooting and problem-solving skills, with a structured approach to diagnosing issues.

• Basic understanding of web and mobile technologies; exposure to databases, APIs, ReactJS, NodeJS, or Flutter is a plus.

• Clear written and verbal communication, able to explain technical issues to both technical and non-technical users.

• Organised and detail-oriented, able to prioritise and manage multiple tickets within SLA.

• Eager to learn new platforms and technologies.

• Team player who works well with developers, QA, and product teams.

What Success Looks Like

• Tickets are resolved efficiently and consistently within SLA.

• System issues are spotted early and escalated to the right team quickly.

• Clear, up-to-date documentation that the team relies on.

• Measurable improvements in support processes and metrics.

• Strong working relationships with developers, QA, and product managers.

• Growing confidence across our in-house platforms and deployment life cycle.