IT & Product Support Executive

Join Us at VIZZIO.AI – Where Extraordinary Happens! Are you driven by ambition and the desire to achieve greatness? We're seeking passionate individuals who are ready to make an impact. About Us: VIZZIO Technologies Pte Ltd is a leading company based in Singapore that specializes in mapping and modeling cities into high fidelity 3D models. Using an AI automated pipeline, VIZZIO generates dimensionally accurate and geo-specific parametric and 3D digital twins from satellite and street images, videos, and point clouds. With 89 3D cities mapped to date, covering over 29.4 million square kilometers of land area, VIZZIO aims to create a digital twin of the entire planet Earth for various applications such as simulation, visualization, urban planning, smart city initiatives, and security& defense. POLYTRON.AI, a subsidiary of VIZZIO, leads the way in AI-powered LIVE 3D™ camera technology with a patented special-purpose embedded chip that generates "360 3D Video," creating real-time virtual spaces. Together, we are here to revolutionize real-time 3Dtechnology. Our goal is to push the boundaries of real-time 3D visualization, offering innovative tools that enhance user experience and operational efficiency across various industries. Role Purpose: We are looking for a hands-on, customer-oriented IT & Product Support Executive to support our internal IT operations and provide first-line technical assistance to external customers. The role involves supporting office users, troubleshooting IT issues, monitoring and managing support tickets, and coordinating with engineers to ensure issues are properly investigated and followed through to resolution. The successful candidate must be able to learn and develop a practical understanding of VIZZIO’s products and solutions to provide effective Level 1 (L1) technical support to customers. This includes understanding product features, basic configuration, operating procedures, common issues and approved troubleshooting methods. The candidate should also be comfortable using AI tools to support technical research, troubleshooting, documentation and daily productivity. Key Responsibilities 1. Internal IT Operations and Support • Provide day-to-day IT support to employees, including troubleshooting computers, peripherals, operating systems, business applications and Microsoft 365 services. • Assist with user account administration, employee onboarding and offboarding, device setup, software installation and access management in accordance with company procedures. • Troubleshoot basic LAN, Wi-Fi, internet and VPN connectivity issues. Maintain IT equipment records and assist with routine maintenance, endpoint security and approved system updates. 2. VIZZIO Product Knowledge and L1 Customer Support • Develop and maintain a working understanding of VIZZIO products and solutions including Polytron One and other assigned product lines. Learn their key features, customer use cases, setup requirements, operating procedures and common troubleshooting methods. • Provide L1 technical support by identifying reported symptoms, checking basic system and network conditions, guiding customers through approved troubleshooting steps, and resolving issues within the role’s authority. • Assist customers with product operation and basic configuration. For Polytron One, this may include camera connectivity, video streaming, recording, playback and other supported functions. • Keep product knowledge current by reviewing documentation, learning from engineering teams and participating in product briefings or demonstrations. Escalate issues requiring advanced investigation or changes outside approved support procedures. 3. Ticket Monitoring and Case Ownership • Monitor the support ticketing system during assigned support hours and ensure new requests are acknowledged, categorized and prioritized according to urgency and business impact. • Maintain accurate ticket records, including the issue description, affected product, symptoms, troubleshooting steps, findings and next actions. Work toward agreed service response targets and keep ticket statuses current. • Take ownership of assigned cases from initial acknowledgement through resolution or coordinated escalation. Follow up with customers and engineers, communicate progress, and document the resolution before closing the ticket. 4. Customer Communication and Engineering Coordination • Communicate professionally with customers through approved channels, including email, telephone and remote-support sessions. Explain technical issues clearly and patiently to users with different levels of technical understanding. • Collect relevant screenshots, logs, error messages, system details and reproduction steps before escalation. Provide engineering teams with a clear summary of the issue, its impact and the checks already completed. • Coordinate follow-up actions and customer updates without making unsupported commitments about resolution times or product capabilities. 5. AI Tools and Support Improvement • Use company-approved AI tools, such as ChatGPT, Microsoft Copilot, Grok or similar platforms, to assist with technical research, troubleshooting, documentation and drafting customer responses. • Verify AI-generated recommendations before applying them or sharing them with customers. Protect company and customer information, and follow company rules when using AI tools with technical data, logs or documents. • Assist with testing and improving AI-powered customer-support workflows by identifying inaccurate answers, missing knowledge and opportunities to improve support quality. Explore simple automation opportunities for repetitive tasks where appropriate. 6. Documentation and Knowledge Sharing • Create and maintain troubleshooting guides, frequently asked questions, setup instructions and knowledge-base articles for internal users and customers. • Record recurring issues, known solutions and lessons learned from resol…