Software Support Engineer

Company Description FairDee Insurtech Co., Ltd. is the Thailand subsidiary of Qoala Group, one of Southeast Asia’s fastest-growing venture-backed insurance technology companies. Qoala operates across Thailand, Indonesia, Malaysia, and Vietnam, with an engineering hub in India, and focuses on making insurance more affordable and personalized for millions of underinsured people. In Thailand, FairDee empowers small independent insurance agents with a digital platform and collaborates with partner insurers to deliver innovative, targeted insurance products.

The group has raised over USD 65 million from leading investors such as Sequoia Capital, Flourish Ventures, and MDI Ventures, and is led by experienced professionals from high-growth startups and global consulting firms. Team members join a diverse, multicultural environment that values strong engineering culture, innovation, and impact at scale.

Role Description The Software Support Engineer is a full-time, hybrid role based in Bangkok, with flexibility for some work from home. This role focuses on providing technical support for FairDee’s digital insurance platform, including investigating user-reported issues, reproducing bugs, and collaborating with product and engineering teams to resolve problems.

The Software Support

Engineer will monitor system performance, perform basic configuration and troubleshooting, and escalate complex issues with clear documentation and root cause analysis. Day-to-day responsibilities include responding to support tickets, maintaining knowledge base articles, assisting with deployments and version rollouts, and communicating status updates to internal stakeholders and external partners. The role also involves contributing feedback to improve platform reliability, support processes, and overall customer experience.

Qualifications

• Strong technical troubleshooting skills, including experience analyzing logs, APIs, and basic database queries.
• Knowledge of web applications or SaaS platforms, with familiarity in concepts such as integrations, authentication, and performance monitoring.
• Customer-focused mindset with experience in technical support, application support, or software engineering roles.
• Clear written and verbal communication skills in English; Thai language proficiency is an advantage.
• Ability to document issues and solutions in a structured way and contribute to internal and external knowledge bases.
• Comfort working in a fast-paced startup environment, prioritizing multiple requests, and collaborating across product, engineering, and business teams.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.
• Experience in insurtech, fintech, or other technology-driven industries is a plus.
• Familiarity with ticketing systems (e.g., Jira, Zendesk) and version control or deployment tools is beneficial.