Role Overview

The L1 Helpdesk Support Engineer serves as the first point of contact for partners and internal users encountering issues related to API integrations. The role focuses on initial issue triage, basic troubleshooting, and escalation of technical issues involving APIs, cryptographic components, and application behaviour.

The engineer will work closely with L2/L3 support and engineering teams to ensure timely resolution of incidents while maintaining service quality and security standards.

Key Responsibilities

First-Line Technical Support

• Act as the first point of contact for API and integration-related support requests

• Receive, log, categorise, and prioritise incidents and service requests

• Perform initial troubleshooting based on runbooks and knowledge articles

• Identify whether issues are configuration, usage, or system-related

API Integration Support

• Support basic API-related issues such as:

  • Invalid requests or payload formats

  • Authentication and authorization errors

  • Incorrect endpoints or request parameters

• Assist partners in verifying request headers, tokens, and certificates

• Use tools such as Postman or curl to validate API calls

Cryptography & Security Support (Basic)

• Perform first-level checks on issues related to:

  • Digital certificates (expiry, format, configuration)

  • Encryption-related errors based on predefined guidelines

• Validate that partners are following documented security requirements

• Escalate cryptography or security-related issues to L2/L3 support when required

Application-Level Checks

• Perform basic review and understanding of Java and Node.js code snippets provided by partners to identify common issues

• Verify usage of sample code, SDKs, and integration guidelines

• Reproduce reported issues in test environments using documented steps

Escalation & Communication

• Escalate unresolved or complex issues to L2/L3 support with clear documentation, logs, and findings

• Communicate status updates clearly to partners and internal stakeholders

• Follow up on escalated cases and track resolution progress

Documentation & Operations

• Update support tickets with accurate and complete information

  Maintain FAQs and contribute to knowledge base articles

  Follow standard operating procedures, SLAs, and security guidelines

  
  

  Required Skills & Knowledge

  • Min Diploma in a relevant discipline
  • Basic working knowledge of Java and Node.js (ability to read and understand code, not develop)
  • Understanding of RESTful APIs and JSON payloads
  • Awareness of API authentication methods (e.g. API keys, OAuth, JWT)
  • Basic understanding of cryptography concepts such as encryption and digital certificates
  • Familiarity with API testing tools (e.g. Postman, curl)

  Interested candidates may apply via email to [email protected]. All job applications will be processed with strict confidence and only shortlisted candidates will be contacted.
  

  Coen Tay Zhi Xuan (R1989334)

  ScienTec Consulting Pte Ltd (ScienTec Personnel) -11C5781