Technical Support Engineer (Senior / Associate)

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• Build global careers with an innovative US team
• Grow fast through hands-on learning &opportunities
• Own incidents end-to-end and drive resolutions

Mô tả công việc

ABOUT WHISK UP

Whisk Up is a fast-growing US-based technology and financial services company that helps restaurants streamline their operations through innovative accounting, technology, and operational support solutions. Our Vietnam team plays a key role in delivering technical support to restaurant clients across the United States, ensuring their systems operate smoothly every day. As we continue to grow, we are looking for passionate Technical Support Engineers to join our Vietnam Support Team.

Website: www.whiskup.com

LinkedIn:

ROLE INTRODUCTION

We are hiring two Technical Support Engineers position at different experience levels:

• Tier 1 (Associate): Ideal for candidates with foundational technical support experience who are eager to build their careers in an international environment.
• Tier 3 (Senior): Designed for experienced technical support professionals who can independently troubleshoot complex issues, mentor teammates, and contribute to process improvements. You will support restaurant Point-of-Sale (POS) systems, networking, hardware, and related technologies used by restaurant businesses across the United States. 

Regardless of your starting level, you'll receive structured onboarding, ongoing technical training, and clear career development opportunities.

RESPONSIBILITIES

Core Responsibilities (Everyone in the team):

• Respond to customer support requests via phone, email, SMS, and ticketing systems.
• Troubleshoot and resolve issues related to POS systems, restaurant technology, networking, hardware, and software.
• Diagnose technical problems by following established troubleshooting procedures.
• Accurately document support activities and maintain detailed ticket records.
• Deliver professional, timely, and customer-focused support to US-based clients.
• Escalate issues appropriately while maintaining ownership through to resolution.
• Contribute to knowledge base documentation, standard operating procedures (SOPs), and continuous process improvements.

Additional Responsibilities: For senior/Tier 3 candidates, responsibilities also include:

• Resolve complex technical issues escalated from Tier 1.
• Perform root cause analysis for recurring incidents and recommend long-term solutions.
• Support restaurant POS implementation, deployment, and migration projects.
• Coordinate with vendors and US teach teams to resolve critical issues.
• Mentor and coach Tier 1 Technical Support.
• Lead troubleshooting efforts during high-priority production incidents affecting restaurant operations.
• Improve technical documentation, SOPs, and operational workflows.
• Contribute to future team leadership and operational excellence initiatives.

Yêu cầu công việc

QUALIFICATIONS

1. Required (Everyone)

• 1–3 years of experience in Technical Support, IT Support, Help Desk, Service Desk, POS Support, or similar technical support roles.
• Strong English communication skills.
• Understanding of networking concepts, computer hardware, operating systems, and software troubleshooting.
• Strong analytical thinking and problem-solving skills.
• Customer-focused with excellent communication skills.
• Willingness to work Vietnam night shifts to support US business hours.

2. Preferred

• Experience supporting hospitality, restaurant, or F&B technology environments.
• Hands-on experience with POS platforms or similar restaurant systems.
• Experience using Zendesk or other ticket management systems.
• Experience supporting US or international customers.

3, Additional Qualifications for Tier 3 (Senior)

Candidates may be considered for the Senior level if they have:

• 3–4+ years of technical support experience.
• Strong troubleshooting and root cause analysis capabilities.
• Experience independently handling technical escalations.
• Experience mentoring junior team members or providing technical guidance.
• Experience supporting implementation, rollout, or migration projects.

WHAT SUCCESS LOOKS LIKE

We're looking for individuals who are:

• Strong critical thinkers with excellent troubleshooting skills.
• Calm and composed when handling high-pressure technical incidents.
• Highly accountable with a strong sense of ownership.
• Comfortable working independently in a fast-paced support environment.
• Effective communicators who can clearly explain technical issues in English.
• Passionate about continuous learning and delivering exceptional customer experiences.

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CAREER DEVELOPMENT

Whisk Up is committed to developing technical talent.

• Tier 1 Engineers will receive structured training, mentoring, and hands-on experience to progress into Tier 2 Technical Support roles.
• Senior Technical Support Engineers will have opportunities to advance into Team Lead, Technical Operations, or cross-functional leadership positions as the Vietnam Support Team continues to expand.

BENEFITS

• Competitive salary based on experience and technical capability.
• Performance review and career advancement opportunities.
• Comprehensive onboarding and technical training.
• Opportunity to work closely with US-based technical and leadership teams.
• Team-building activities, company events, and employee engagement programs.
• A collaborative, international, and fast-growing work environment with strong learning opportunities.

Please note: Due to the high volume of applications, only shortlisted candidates who meet the role requirements will be contacted. We sincerely appreciate your interest in joining our team and thank all applicants for their time and consideration.