Key Facts

Remote From:

Anywhere

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

•
Troubleshooting (Problem Solving)
•
Calmness Under Pressure
•
Communication
•
Multitasking
•
Prioritization
•
Willingness To Learn
•
Problem Solving

Roles & Responsibilities

Thai national with strong communication in Thai and/or English
Degree in Computer Engineering, Computer Science, Information Technology, or a related field
3+ years of experience in software development or technical support
Proficiency in SQL and Kibana with strong technical analysis and root cause analysis

Requirements:

Investigate software functionality issues raised by customers and internal teams and provide workarounds or solutions
Manage and track customer technical issues to meet SLA and follow up until resolution
Configure settings per client requirements and coordinate cross-functional efforts with 3rd parties to resolve issues
Create postmortem documents, known issues documents, and other technical knowledge materials; develop and maintain internal support tools using JavaScript (Google Script)

Appsynth

About Appsynth

Appsynth is Thailand’s leading Digital Innovation Consultancy. We help forward-thinking companies accelerate their impact through smarter digital solutions. We achieve faster impact by: • Building the right things - focusing only on the things that truly create value • Building for results - ensuring we deliver target outcomes, not just outputs • Building to scale - creating reliable solutions that serve millions of users How we do this: • User Centred Design: Research and testing with real users to discover the best solution • Agile Development: Iterative and flexible development to adapt to new insights • Lean Delivery: Releasing early and often to learn from real product usage • Product Management: Prioritising the product roadmap to maximise market impact • Data Analytics: Revealing insights from data to make better-informed decisions • Growth Optimization: Running product experiments to grow engagement, retention and revenue

Company type: SME

Founded: 2018

Company size: 51 - 200

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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