Meet Soon Lian, our Support Manager, who has been supporting WhooshPro support department for 21 years.
Here’s what most people may not guess about Soon Lian: the person who keeps support calm through urgent client issues, sudden problems, and busy days describes herself as “a very quiet and non-outgoing person.”
“I prefer keeping things simple,” she says, “and focusing on solving problems rather than being very talkative, hahaha.”
Which is its own kind of perfect. Because for 21 years at WhooshPro, that’s exactly what she’s been: not the loudest voice in the room, but the steadiest. The one who doesn’t panic when a client does. The calm behind the chaos.
Twenty-One Years, One Company
Two decades at a single company is rare anywhere, and almost unheard of in tech — an industry that treats a three-year stint as loyalty. Soon Lian has stayed through 21 of them, and she didn’t start where she is now. She started as a developer, building and maintaining web solutions, head down in the code.
The move into support wasn’t a decision so much as a drift. A little more project coordination here, a few more client conversations there, more of the issues that needed someone to actually own them — until one day the developer had quietly become the person everyone leaned on. Today she’s the Support Manager. She has no regrets about how it happened.
“It has been a fulfilling and memorable experience growing together with the company.”
Today, she is our Support Manager, handling client requests, urgent issues, and the many moving parts that keep support running smoothly. To some, this kind of work may look like a string of small tasks. But anyone who has worked in support knows better. A “small” request can quickly become a major concern for a client
No Two Days Are the Same
Ask her to walk you through a typical day and she’ll tell you there isn’t one — and she means it as a compliment to the job, not a complaint. The scheduled requests and check-ins are the easy part. It’s the rest she’s built a career on.
“Unexpected issues can happen anytime and require immediate attention. It can be stressful at times — challenging to the heart, haha — but solving problems and helping clients smoothly overcome issues makes the work rewarding and meaningful.”
“Challenging to the heart.” It’s a phrase you won’t find in any job description, but it captures the part of support most people miss. It’s not just answering questions. It’s switching gears in seconds, staying level when three things go wrong at once, and quietly pulling in the right people before a small fire turns into a big one. Clients see the fix. They rarely see the scramble behind it.
A Culture That Keeps Things Workable
For Soon Lian, part of what has made 21 years at WhooshPro sustainable is the way the team works together. She appreciates a culture that focuses less on unnecessary conflict and more on what is feasible, practical, and workable.
In support, that matters. When issues come in fast and pressure builds, the team’s willingness to help one another, share knowledge, and stay open to discussion makes the work smoother — and a lot less stressful.
She’s also been inspired by teammates who stay calm in difficult situations and are generous with what they know. It’s a quality she values deeply, and one she quietly reflects in the way she works too.
After all these years, what keeps her going is still the satisfaction of solving problems, helping clients, and working with the team to get through each challenge.
And, she adds with a laugh, “Of course, looking forward to my future retirement life also helps motivate me hahaha.”
That little line says a lot about Soon Lian. Practical, honest, quietly funny — and still showing up, still solving, still helping.
Moments outside of work
After a long day of handling client requests and unexpected issues that need immediate attention, Soon Lian enjoys keeping things simple. She likes watching dramas and reading novels that do not require too much thinking, giving herself space to unwind after the fast-paced nature of support work.
On especially hectic days, a cup of tea, especially bubble tea, becomes a small comfort that makes the workload feel a little more manageable.
If life had taken a different path, she thinks she might have gone into something accounting-related, as her parents had hoped. It would have been more structured and routine, very different from the unpredictable nature of support. But over the years, this unpredictable path became one where she could grow, help others, and quietly make a difference at WhooshPro.
Her one phrase for work and life?
“Work for a better dream — rich life.”
Thank you, Soon Lian, for your quiet steadiness, dedication, and the many problems you’ve helped solve along the way. WhooshPro wouldn’t feel quite the same without you.
