XYD035 - TECHNICAL SUPPORT ENGINEER

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XYD035 - TECHNICAL SUPPORT ENGINEER

IT

Ho Chi Minh City

Junior / Middle / Senior

Full-time

Responsibilities

Day to DayTriage, trouble-shoot and resolve escalated customer issues from multiple inbound channels

  • Works with internal and external stakeholders to facilitate the timely resolution of customer issues

  • Create, update and enhance external and internal product documentation based on customer interactions

  • Anticipates and communicates blockers or delays for your work before they require escalation

  • Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team

  • Participate in customer calls and meetings where required to assist in issue resolution

  • Drive product enhancements with the Product Development team based on your product expertise and frontline knowledge of customer needs

  • Proactively identify and implement improvements to the global support engineering team processes

Technical Duties

  • Provides technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer escalated issues

  • Collaborate with the Product Development team and submit merge requests to resolve bugs

  • Develops production-ready bug fixes that are easily testable, understood by other engineers, and accounts for edge cases and errors

  • Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.

Communication Duties

  • Communicate with their team, internal stakeholders, and customers effectively, clearly, and concisely in both written and verbal forms on technical and non-technical subjects.

  • Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks

Infomation

Offered Salary

1,500 $ - 2,500 $

Skills

Requirements

  • Excellent written and oral English communication skills for internal and customer communication

  • Excellent problem solving and diagnostic skills

Desired Skills & Experience

  • Degree in Computer Science, Information Technology, Engineering, Mathematics or similar field of study

  • Previous experience in a customer-facing role

  • Previous experience with one or more of the following: React.js
    Java+Spring
    Node
    Unit testing frameworks
    CSS Preprocessors (ideally Sass)
    Kotlin
    Scala
    Typescript
    CI/CD tooling and automation

  • Experience working with agile development methodologies

  • Knowledge and experience with issue tracking tools such as Jira and Zendesk

  • 1+ years experience in a similar role

Benefits

Salary range: Up to 2500$ gross