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
