Technical Support Engineer is responsible for investigating the application issues reported by the users or clients and make sure the issue is resolved within the agreed SLA. He/She will work closely with the clients, client support team, and development team to get the issue resolved.
Report to
: Client Support Team Lead
What will you do
Investigate software functionalities problems raised by customers and internal teams, and provide a workaround/suggestion for incidents or issues
Manage customer technical issues on a day-to-day operation to meet SLA and track/follow up incidents/issues until they are solved
Configure the settings as per client requirements or requests
Escalate, coordinate and lead cross-functional efforts & 3rd party to find the solutions for customers issues
Generate postmortem documents, known issues documents, and related technical knowledge documents and share the knowledge with the team
Be able to develop, maintain, debug, and fix the internal support tools by using Javascript (Google Script)
You will own production stability areas of responsibility and aim at improving efficiency.
Who are you
Thai national
Great communication in Thai and/or English
Degree in Computer Engineering, Computer Science, Information Technology, or any related field
3+ years of work experience in software development or technical support role
Expertise in Technical analysis, critical thinking, and Root Cause Analysis to drive solutions
for customers
Experienced in SQL and Kibana is a must
Have some programming experience and understanding of programming technical terms
Service mind and customer focus, take action to meet customer needs and concerns
Have a sense of urgency and be able to handle S1/S2 incidents any time
Ability to prioritize, multi-task, and having problem solving skills combined with the willingness
to learn new tools is indispensable.
Ability to catch up with new knowledge, and work under pressure
Having knowledge of NoSQL, Grafana, Firebase, Crashlytics, and Loggly will be a plus
Benefits
Flexible remote working arrangements (Hybrid)
Sabbatical leaves & duvet day
Medical insurances
Provident fund
Wellness & Education allowances
Office snacks and free-flow drinks
Off-site team building events