Job Description

We are looking for Support Engineer to join us as a foundational member of our startup journey. This is more than a role — it’s an opportunity to build the next generation of Agentic AI systems that work seamlessly with ERP and MES applications. As part of our core team, You will be the frontline technical and functional expert for our customers, supporting their daily operations. You will troubleshoot system issues, support go-lives, guide users through workflows, and work closely with engineering teams to continuously improve product stability and performance.

As part of a fast-growing AI startup, you will gain deep exposure to ERP, MES, manufacturing operations, and AI-driven automation — and grow into a future 

Functional Consultant, Solution Architect, or Customer Operations Lead.

RESPONSIBILITIES:

Application & Operations Support

• Provide daily operational support for clients using SuDu AI ERP & MES system across warehouse, production, procurement, sales, and inventory modules.
• Act as the first and second-level support (L1 & L2) for enterprise clients.

Incident & Problem Management

• Troubleshoot system incidents, analyze root causes, and coordinate with engineering teams for resolution.
• Track, prioritize, and manage support tickets according to SLA.

Client Onboarding & Go-Live

• Support system implementation, master data setup, UAT, training, and go-live activities.
• Assist clients in adopting best practices for ERP & MES workflows.

Business Process Support

• Understand client operational workflows and recommend system configurations and optimizations.
• Translate business requirements into functional system setups.

System Monitoring & Stability

• Monitor system performance and proactively identify potential operational risks.
• Assist in system upgrades, patches, and releases.

User Training & Documentation

• Conduct user training sessions.
• Prepare SOPs, user manuals, and best-practice documentation.

Customer Ownership

• Act as the primary technical point of contact for assigned clients.
• Ensure high customer satisfaction and long-term success.

Job Requirements

• 1–3 years of experience in ERP, MES, WMS, CRM, or accounting software.
• Diploma or Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related field.
• Solid understanding of databases, SQL query (able to write queries to investigate issues and validate outcomes).
• Familiar with basic networking and debugging fundamentals (logs, request/response, latency, error patterns).
• Strong troubleshooting, analytical, and problem-solving skills.
• Comfortable working with APIs and integrations (REST concepts, authentication, payload troubleshooting).
• Strong written and verbal communication skills (able to explain technical issues to non-technical users).
• Detail-oriented, structured problem solver, and able to prioritize effectively during incidents.
• Ability to understand business workflows and translate them into system solutions.
• Good communication skills in English and Mandarin (to support Chinese-speaking clients).
• Able to handle multiple client environments in a fast-paced startup environment.
• Strong sense of ownership, responsibility, and accountability.

GOOD TO HAVE:

• Experience supporting ERP/MES/WMS or manufacturing/warehouse operations (order-to-cash, procure-to-pay, inventory movements, MRP concepts).
• Experience building small automation scripts or tools to reduce recurring support effort.
• Exposure to AWS/cloud operations and security best practices (helpful since SuDu AI highlights advanced security on AWS).

Skills