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Technical Support Engineer

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

Thai national, Degree in Computer Engineering, Computer Science, or related field, 3+ years of experience in software development.

Key responsabilities:

  • Investigate & provide solutions for software issues
  • Manage customer technical issues to meet SLA
  • Configure settings as per client requests
  • Develop, maintain, and debug internal support tools
  • Own production stability & aim at improving efficiency
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Appsynth SME https://www.appsynth.net/
51 - 200 Employees
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Job description

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



Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishThai
Check out the description to know which languages are mandatory.

Other Skills

  • Verbal Communication Skills

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