Position Overview:

Fonn Group is hiring a Customer Support Engineer for our Singapore office to support cloud-native broadcast systems running production workflows at major news and sports organizations worldwide.

What you'll support:

Our Mimir and Saga platforms handle mission-critical content workflows for organizations like CBS News, NBCUniversal, BBC, and Sky News. When systems go down, live broadcasts stop. Your job is to keep that from happening—and fix it fast when it does.

The work:

First-line technical support for production environments. Troubleshoot cloud infrastructure issues, diagnose API problems, resolve authentication failures, optimize performance, and work with customer IT teams to solve integration challenges. This is hands-on technical work: reading logs, testing configurations, reproducing bugs, and implementing fixes.

Location & Schedule:

Based in Singapore. Part of global 24/7 support rotation covering APAC time zones, which means shift work including evenings and weekends. Production broadcast systems don't respect business hours—neither does this role.

Key Responsibilities:

Troubleshoot Production Systems

• Diagnose and resolve technical issues in real-time: cloud infrastructure problems, API failures, authentication errors (Auth0), performance degradation, configuration bugs, integration failures. Determine root cause—user error, misconfiguration, or product bug—and fix it or escalate appropriately.

Incident Management

• Handle support tickets and emergency issues during your shift. Gather diagnostic data (logs, system metrics, reproduction steps), identify the problem, implement fixes or workarounds, and document the resolution. When a customer's live broadcast is at risk, you respond immediately.

Technical Communication

• Explain complex issues clearly to both technical users (broadcast engineers, IT teams) and non-technical stakeholders. Provide realistic timelines for resolution. Keep customers updated during incidents. Your credibility comes from actually solving problems, not corporate speak.

Build Knowledge Systems

• Write troubleshooting guides, runbooks, and documentation based on solved issues. Create resources that help customers self-serve and help your team resolve problems faster. Every ticket you close should make the next one easier.

Product Feedback

• Identify patterns in support issues and push them back to engineering. When the same problem appears repeatedly, that's not a support issue—it's a product problem. Document it, quantify impact, and advocate for fixes. Your operational insights directly influence product roadmap.

Global Team Coordination

• Collaborate with support engineers across time zones via Slack, ticketing systems, and video. Hand off complex issues cleanly between shifts. Share solutions and learnings. Maintain team documentation and escalation procedures. You're part of a 24/7 operation—teamwork isn't optional.

• Beyond fixing immediate problems, help customers optimize their implementations. Identify underutilized features, recommend best practices, suggest configuration improvements. Proactive support prevents future issues and increases product value.

Core Competencies:

• Linux & Cloud Infrastructure Deep working knowledge of Linux systems (command line, system administration, troubleshooting). Experience with cloud platforms (AWS, Azure, or GCP)—you should understand how serverless architecture, APIs, authentication systems, and storage actually work in production, not just in theory.

• Diagnostic Skills Ability to systematically troubleshoot complex technical problems under pressure. Read logs, interpret error messages, reproduce issues, isolate variables, and identify root cause. Methodical debugging mindset—not just trying random fixes until something works.

• Network & API Understanding Solid grasp of networking fundamentals: DNS, HTTP/HTTPS, API authentication, load balancing, latency issues. You'll be debugging integration problems between our systems and customer infrastructure—you need to know where to look.

• Technical Communication Write clear incident reports, troubleshooting documentation, and customer communications. Explain technical problems to non-technical users without being condescending. Document solutions that other engineers can actually follow.

• Customer Focus Under Pressure Stay calm when customers are stressed about production issues. Balance empathy with technical precision—acknowledge their urgency while methodically solving the problem. Your job is to fix things, not just make people feel better.

• Collaborative Problem-Solving Work effectively with distributed engineering, product, and support teams. Know when to escalate, how to hand off complex issues, and when to pull in specialists. Share knowledge freely—hoarding information helps nobody.

• Adaptability Learn new parts of the stack quickly. Our platform evolves—new features, new integrations, new problems. You need to get up to speed fast without extensive hand-holding.

Requirements:

• Technical Foundation Degree in Computer Science, Information Technology, or equivalent practical experience. If you learned by building and breaking systems rather than formal education, that works too—but you need to demonstrate real technical depth.

• Hands-On Linux Experience Not just "familiar with Linux"—you should be comfortable on the command line, reading system logs, debugging service issues, managing permissions, and understanding how applications actually run in production Linux environments.

• Cloud Platform Knowledge Real experience with AWS, Azure, or GCP. You should understand: how serverless functions work, API authentication patterns, cloud storage systems, CDN behavior, and common cloud deployment issues. Bonus if you've worked with infrastructure-as-code or CI/CD pipelines.

• Support Experience Previous customer-facing technical role supporting production systems. You've handled urgent issues, worked with frustrated users, and learned to balance speed with accuracy. Experience with ticketing systems, incident management, and customer communication under pressure.

• Systematic Troubleshooting Proven ability to diagnose complex technical problems methodically. Not guessing—actual debugging. Following log trails, reproducing issues, isolating root cause, implementing fixes.

• Broadcast Technology Background (Preferred) Experience with media workflows, MAM/DAM/PAM systems, NRCS, video codecs, or broadcast engineering environments is a significant advantage. You'll get up to speed faster and have immediate credibility with customers.

• Certifications (Valued) AWS certifications, Linux Professional Institute (LPIC), Red Hat, or similar credentials demonstrate depth. Not required, but they help.

• Work Authorization Singapore PR or citizenship required.

• Shift Flexibility Willingness to work rotating shifts including evenings and weekends as part of 24/7 global support coverage. This isn't a 9-5 role.

Is This For You?

You want to solve real technical problems on production broadcast systems. You're comfortable working shifts (including nights/weekends) as part of 24/7 global coverage. You stay calm under pressure when live broadcasts are at risk.

This isn't password resets or script reading—it's hands-on debugging of cloud infrastructure, APIs, and integrations for systems that power news and sports coverage at some of the biggest players in the world.

If you want technical challenges with real stakes on a modern stack, let's talk.

About Fonn Group

Fonn Group builds cloud-native media technology—Mimir and Saga—that powers content workflows for some of the biggest news and sports outlets in the world.

We're competing against legacy broadcast vendors who've dominated this industry for decades by actually building better technology: serverless architecture, AI-powered automation, real-time collaboration—not 1990s systems with "cloud" marketing bolted on.

Headquartered in Bergen, Norway, with teams across 10+ nationalities. We're at the inflection point where broadcast media transitions from on-prem infrastructure to genuine cloud-native platforms. If you want to work on hard technical problems with real consequences at organizations that reach millions of viewers, this is it.