Technical Support Engineer - Singapore

Job Description

Overview

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Visit our website to find out more: www.rm.com/assessment

This role provides support for our managed service customer in Singapore. The engineer will be supporting software and associated services which enable examiners to mark high volume, high stakes exams, and awarding bodies to administer the marking process and retain high quality marking. This role sits within a wider Application Support Team of 40+ engineers across India. Australia and the UK who maintain and support software across the RM Assessment customer base.

The role is proactive and reactive. completing maintenance tasks to keep the operation of the software in good health. setting up, and configuring software and data prior to examination sessions, and reactive support for issues and requests raised by the customer or monitoring tools.

Responsibilities

As a DevSevOps Engineer, the engineer will play a pivotal role in implementing and maintaining the infrastructure and tools that power our organization's platforms. The person will work closely with cross-functional teams to enable seamless software delivery, optimize cloud environments, and ensure the reliability and scalability of our systems. This is a unique opportunity to make a significant impact on our technology stack and drive the success of our strategic initiatives.

Key Managerial Responsibilities

• Provide 3rd line support for awarding bodies, marking centers, and supervisors
• Collaborate with the RM Assessment Helpdesk to create user-facing technical help documentation
• Good communication skills - Interact with customers and ability to explain things to non-technical people
• Defect logging and escalation to the relevant RM resolver group
• Floor-walking of marking centers as required during peak
• Coordination and collaboration with RM's global technical and operations teams
• Coordination and collaboration with third parties (who provide infrastructure and scanning solutions)
• Collaborate with development and operations teams to ensure platform reliability, scalability, and
• Preparation for customer exam marking sessions
• Stay up to date with industry trends and emerging technologies to drive continuous improvement in our platforms.

Experience

Key Technical Responsibilities:

• Resolve incident tickets within contractual SLAs
• Manage Cl/CD pipelines to accelerate software delivery and improve deployment
• Manage and Maintain the Azure hosted (security audits/patching, version upgrades)
• Maintain cloud-native infrastructure using tools like Kubernetes, Terraform, and
• Deploying applications using existing deployment Troubleshoot deployment failures.
• Automate infrastructure provisioning, configuration, and monitoring to enhance operational
• Troubleshoot complex issues and implement proactive solutions to minimize
• Application monitoring and alerting

Cloud, Database & Networking

• MS SOL - Querying, Performance Troubleshooting, Administration (Backups and restores)
• Azure Cloud - VM, AKS, Networking
• Linux - Basic administration (restart services, cronjobs, sftp, troubleshoot disk space )
• Familiarity with tools like Nginx and Cloudflare
• Azure Devops - Build CICD pipelines
• Teraform (laC)
• Monitoring Applications
• Familiarity with Windows and Linux OS Patching
• Reverse proxy and forward proxy
• Basics Bash script

Infrastructure Operations and Engineering

• Infrastructure monitoring and alerting
• Deployment of infrastructure and application
• Securitypatching
• Capacity management

Out of hours on call

On call requirement for service level issues, with iniial triage by RM's global 24/7 team.

When you are not available to take calls or outside of standard working hours, phone support will divert to members of the support teams in our global offices, so a close relationship with these teams and the ability to work according to RM's high quality processes is essential.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [email protected].

Unfortunately, we are unable to offer visa sponsorship for this role.