Technical Support Engineer

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