Technical Support Engineer

• Reviews issues and contacts customers to understand issues.
• Ensure customers stay informed as to the status/solution of their issue.
• Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.  
• Resolves or escalates multiple and varied customer issues.
• Documents technical work and research.  
• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.  
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. 
• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
• Product/Process Improvement  
• Provides feedback to improve products to more senior engineers or technical advisors.  
• Identifies potential defects and escalates to more senior engineers to resolve.  
• Uses automated tools to deliver solutions for a wide range of issues.
• Provides feedback on how to improve automated tools.  
• Follows processes provided by the business.  
• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems. 

Qualifications Required: 

• Proficient in English (4 skills)  
• Available for night shifts 
• At least 6 months of experience (Freshers are welcome with a good learning ability and working attitude)  
• Experience or knowledge in SQL or Basic programming language skills is a must 
• Customer service mindset

Why us? 

• Competitive salary depending on experience (800 – 1200 USD) 
• 90% contribution of the gross salary to social insurance from the company side 
• 12 days of annual leave, 8 days of sick leave 
• Annual Heath Checkup 
• Annual Performance Review 
• For employees working night shift: PVI insurance and food provided (non-cash)