Technical Support Engineer (strong-English-required)

Job description

About Laidon

Laidon, a Certified SAP Partner, operates globally with offices in the US, Japan, and Vietnam, and sales presence in Australia, Germany, England, and Singapore. 

Laidon developed SimpleMDG (simplemdg.com), a powerful master data governance solution on SAP BTP that fortifies master data foundations, enhances operational excellence, ensures compliance, and drives innovation at scale. 

With over 100 out-of-the-box S/4HANA data objects and workflows, SimpleMDG supports powerful governance while eliminating the need for slow, complex, and expensive customizations. SimpleMDG is the master data governance and management platform for enterprises running SAP. 

About the role 

We seek a qualified Technical Support Engineer to ensure our customers have exceptional experience with SimpleMDG. You will provide top-notch technical support, assist in troubleshooting several types of technical issues, and offer professional guidance to help customers make the most of our product. Your dedication to customer happiness is crucial to our mission of delivering high-quality service and cultivating long-term customer relationships. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills. 

Customer Support & Ticket Management

• Receive, analyze, prioritize, and triage customer inquiries, incidents, bugs, and service requests. 
• Communicate with customers via email, support portal, chat, and calls in a professional, clear, and empathetic manner. 
• Own support cases end-to-end, from initial response through resolution and closure. 
• Strive to achieve First Contact Resolution (FCR) whenever possible. 
• Manage ticket queues effectively while adhering to established Service Level Agreements (SLAs) and support processes. 
• Provide regular and proactive updates to customers throughout the ticket lifecycle. 

Technical Troubleshooting & Resolution

• Investigate, troubleshoot, and resolve application and system issues independently whenever possible. 
• Collect logs, reproduce issues, identify root causes, and document findings before escalating. 
• Escalate complex incidents, defects, and system issues to the Tech SWAT team with complete diagnostic information and business impact assessment. 
• Validate fixes and coordinate customer confirmation before closing tickets. 

Incident & Escalation Management

• Participate in incident management activities for production issues and service disruptions. 
• Coordinate cross-functional with Engineering, Product, and other stakeholders during major incidents. 
• Follow internal Operational Level Agreements (OLAs) and escalation procedures to ensure customer SLAs are met. 
• Contribute to post-incident reviews and Root Cause Analysis (RCA) activities. 

Continuous Improvement & Knowledge Management

• Proactively identify recurring issues and recommend improvements to products, processes, and support operations. 
• Create, maintain, and improve internal documentation and customer-facing Knowledge Base (KB) articles. 
• Contribute to automation opportunities and self-service initiatives to improve customer experience and reduce support effort. 
• Assist in defining and refining support processes, runbooks, and troubleshooting guides. 

Operational Support

• Participate in shift rotations and on-call support when required to support international customers. 

Your skills and experience

• 2–3 years of experience in Software, Application, or Technical Support roles.  
• Fluent in English, both written and verbal.  
• Strong communication skills, customer empathy, and ownership mindset.  
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex issues systematically.  
• Proactive attitude and a genuine willingness to learn complex systems and business processes quickly.  
• Ability to influence stakeholders through persuasion, negotiation, and consensus-building. 
• Analytical, process-oriented, and able to learn new systems rapidly.  
• Experience with ticketing systems such as Jira, Jira Service Management, Zendesk, Freshdesk, or ServiceNow is a plus.  
• Familiarity with APIs, log analysis, browser developer tools, and system integrations is highly desirable.  
• Experience supporting B2B SaaS products and familiarity with SAP-related systems are preferred.  
• Experience participating in incident management or on-call rotations is a plus. 

Why you'll love working here

• 15 days of annual leaves
• Competitive salary (+13-month salary include) 
• Health insurance, social insurance according to the government regulations 
• Bao Viet Healthcare Insurance 
• Have a chance to work in an international, friendly, open environment 
• Annual Travel opportunity