Technical Support Engineer

Skedulo Vietnam
Expired
Skedulo 2022
Skedulo VN Office
+2
An Phú Plaza, 117-119 Ly Chinh Thang street, Vo Thi Sau ward, District 3, Ho Chi Minh
At office

Top 3 reasons to join us

  • MacBook Pro provided
  • Learning & Development stipend: $125 per year
  • Medical Benefits for Employees, Spouses & Children

Job description

As a Technical Support Engineer, you will be embedded within the Engineering department and act as a key interface between our Customer Experience and Engineering teams. You will troubleshoot and drive the resolution of complex, escalated customer issues that arise from business as usual product operations and from customer go-lives.

In this role you will be required to develop broad product expertise and an understanding of our product code-base, so that you can develop production-ready bug fixes. You will be a customer advocate and ensure that the customer voice is heard and incorporated into future product development activities. You will proactively identify opportunities to improve and mature our product documentation and support processes based on your customer interactions and knowledge.

Responsibilities

  • Day to Day
    • Triage, 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 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
    • Communicates with their team, internal stakeholders and with customers in an effective, clear, concise manner in both written and verbal form on technical and non technical subjects.
    • Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks

Your skills and experience

Minimum Qualifications

  • 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

Why you'll love working here

  • Fun, creative and fast-paced working environment
  • Competitive salary
  • 13th Month Bonus
  • Medical Benefits for employee + family
  • MacBook Pro (16-inch, 2019) provided
  • 7 paid sick days per year
  • 20 paid leave days per year
  • 12 public holidays per year
  • Stock Options/ Equity
  • Kitchen stocked with snacks & drinks
  • Paid Parental Leave
  • Learning & Development Stipend
  • Employee Referral Bonus
  • Our offices have creative, open workspaces with room to play, reflect, and relax
  • Our team is extremely competitive, and we will challenge your best table tennis skills
    (*)Sign on bonus to all level: To successful candidates who are new applications to Skedulo from 16th Aug to 31st Oct 2021. Details will be shared in the final round.

Skedulo Vietnam

View company

Skedulo Vietnam

Company type
IT Product
Company size
51-150 employees
Country
Australia
Working days
Monday - Friday
Overtime policy
No OT