TopDev

Technical Support Engineer

SKEDULO

Tầng 05, Toà nhà An Phú Plaza, 117-119 Lý Chính Thắng, Phường Võ Thị Sáu, Quận 3, Thành phố Hồ Chí Minh
Job Description
About Company

Top Reasons to Join Skedulo!

  • SIGN-ON BONUS will be offered to successful candidates.
  • A dynamic product company with great tech.
  • You get your own Macbook Pro.
  • Balanced Workload. Perform at your Best!

Your role & 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 & qualifications

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:
    • Javascript, CSS, React.js, NodeJS
    • Unit testing frameworks
    • Kotlin
    • 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 for you

  • Great healthcare packages
  • MacBook Pro provided
  • Competitive salary
  • 7 paid sick days & 20 paid leave days & 8 Mental Health Days per year
  • Kitchen stocked with snacks & drinks
  • Fun, creative and fast-paced working environment
  • Our offices have creative, open workspaces with room to play, reflect, and relax
  • We support your ongoing education and learning as a valued teammate.
  • Life isn’t crammed into a 9-5. We provide a balanced lifestyle to encourage you to perform at your best.
  • Our team is extremely competitive, and we will challenge your best table tennis skills.
  • Working time: Mon - Fri
  • 12 days of paid holiday per year
  • Equity in the form of SARS (Stock Appreciation Rights)
  • Learning & Development Stipend

Company

SKEDULO

Industry

Phần Mềm

Company size

100-499

Nationality

About us

General information