Technical Lead – User Experience & Support; DeskIn

Company Description

Zuler is a global leader in remote desktop and cloud computing, revolutionizing connectivity with cutting‑edge cloud rendering and real‑time communication technologies. With over 180 million installed devices and a team of experts from top tech companies, Zuler delivers high‑performance solutions that empower users worldwide.

Location: Singapore
Team: Product & Engineering (Global)

Desk In, being a key featured product from Zuler, is a next‑generation Remote Lifestyle & Remote Access platform, serving both Personal (B2C) and Enterprise (B2B) users globally. We’re building a world‑class technical support and experience function as we scale.

We are looking for a Technical Lead to lead Desk In’s technical support function, ensuring excellent user experience across personal and enterprise users. This role bridges technical troubleshooting, product feedback, and cross‑region collaboration with engineering teams in China and product/marketing teams in Singapore.

• Lead and mentor the technical support team across B2C and B2B users
  
  Own complex technical troubleshooting (cross‑device, network, OS, enterprise scenarios)
• Ensure end-to-end follow‑through on user issues and escalations
• Identify recurring issues, product gaps, and feature improvement opportunities
• Translate support insights into product and UX enhancement recommendations
• Collaborate closely with China‑based developers on bugs, fixes, and releases
• Partner with Product and Marketing teams in SG to improve onboarding, FAQs, and user education
• Streamline and optimize support channels, workflows, and tools

• 5+ years in technical support, solution engineering, or technical leadership
• Strong understanding of remote access systems, networking, and cross‑platform environments
• Experience supporting both personal and enterprise users
• Proven experience working with overseas engineering teams (China exposure a plus)
• Strong communication skills;
  English required, Mandarin a strong advantage to communicate with internal stakeholders and Mandarin‑speaking end users
• User‑centric mindset with strong ownership and problem‑solving ability

• Shape the user experience and product quality of a fast‑growing global platform
• Direct influence on product improvements and roadmap decisions
• Work cross‑region with engineering, product, and marketing teams