Here at Ailytics, we're building AI solutions to envision a safer world. By combining computer vision and predictive analytics, we enable organizations to proactively identify risks, optimize processes, and ultimately save lives. Our platforms are currently deployed all over the world, covering more than 500 million square meters!
Every company reaches a point where the technical team can no longer field every question individually, and everyone else needs one person they can always go to. That is this role, and it is one of the most important hires we will make.
You will be the face of the technical team, in both directions. Internally, you are the primary point of contact for our business, customer success and operations colleagues: when they need to understand how the product works, what is coming next, why something is behaving unexpectedly, or how to get something done today, they come to you. Externally, you are the technical voice our customers reach when an issue needs genuine depth, the person who investigates it properly and closes the loop.
You will also work directly with our CTO, senior leadership and Product Managers to drive the product roadmap. Because you sit at the point where every signal converges, from customers, from the field, and from every internal team, your influence here is unusual: the patterns you spot become roadmap priorities, and the friction you surface helps steer the direction of the company.
Just as importantly, we want someone who fixes things permanently. If you find yourself answering the same question or doing the same manual task twice, your instinct should be to automate it away — with AI tooling, scripting, better documentation or better process — so that the entire team gets faster. We are hiring for trajectory as much as experience. If you bring the communication skills, technical instinct and drive, we will invest in growing you into the rest.
This is a fully remote role. We are open to candidates within 2.5 hours of Singapore's time zone.
What You Will Be Doing
- Be the face of the technical team internally. Act as the primary point of contact for our business, customer success and operations teams, and own their questions and requests through to resolution.
- Be a technical voice with customers. Handle escalated and technically involved customer issues directly, explain findings clearly, and represent Ailytics well while doing it.
- Make the product genuinely understood. Enable and onboard internal teams, and customers where needed, on how the product works, what it can and cannot do today, and how to get the most out of it.
- Keep everyone ahead of what is coming. Communicate new and upcoming features, changes and releases, and translate technical change into what it practically means for each team's day-to-day work.
- Debug and resolve issues hands-on. Investigate problems yourself by reproducing them, reading logs and isolating root cause, then resolve them or escalate cleanly with the detail engineering actually needs.
- Support day-to-day operations. Be the responsive, reliable partner for anyone who needs something solved today, and keep them informed while it is in progress.
- Help drive the product roadmap. Work directly with the CTO, leadership and Product Managers, bringing evidence from customers and the ground into prioritisation and shaping where the product goes next.
- Automate relentlessly. Identify repetitive work across the company and eliminate it using AI tools, scripting, workflow automation and better documentation, then measure the time you gave back.
- Own and improve the process. Build the SOPs, runbooks, knowledge base and escalation paths that make this function scale beyond one person, and keep sharpening them.
Our Ideal Requirements
- 2-3 years in technical support, solutions engineering, customer success, technical account management, product operations or a comparable role, ideally with a technical or SaaS product.
- Exceptional written and verbal English communication. This role lives or dies on clarity. You will be explaining technical details to non-technical colleagues, customers and leadership constantly.
- Genuinely technical and able to debug independently. Comfortable reading logs, reproducing issues, querying data and isolating root cause before escalating, not simply routing tickets onward.
- A strong automation instinct. You should be able to point to repetitive workflows you have automated and explain what it saved. We care about this as much as anything else on this list.
- Hands-on experience with AI tools (Claude and similar) used for real work such as documentation, research synthesis, triage, reporting and internal tooling, not just occasional experimentation.
- Independent, self-driven and self-reliant. You can operate with minimal direction, set your own priorities, and be trusted to run without close supervision, which matters especially in a remote role.
- Initiative and ownership. You have spearheaded something end to end and driven it to completion through other people, not just executed assigned tasks.
- Strong prioritisation under load. Able to track and manage many concurrent requests without dropping them or losing the thread on what matters most.
Why Work At Ailytics?
- Lasting impact at the intersection of AI and safety. Our systems are used daily by enterprise customers across Asia and beyond, in environments where a missed detection genuinely matters.
- We're a startup still in its early stages, so there's real room to shape both the product and the way we build it.
- A direct line to leadership, and real influence. You will work alongside the CTO and Product Managers, and what you surface genuinely shapes the roadmap and the company's direction.
- A mandate to automate. You will not have to fight for permission to build better tooling or adopt AI. Improving how the company works is explicitly part of the job.
- We value strong standards, high transparency, and low egos. Let us know if this sounds like you.
