Technical Support Engineer (Training Offered - up to 30M)

You will:

• Reviews issues and contacts customers to understand issues.

• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and 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 for 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 training and non-technical training 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.

• Provides feedback on how to improve automated tools.

• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems

• Proficient in English (4 skills) (Advanced level)

• Willing to work during Tet and holidays (with a salary up to four times the normal rate)

• IT educational background

• Customer service mindset

• Open to rotating to night shifts every 6 months as part of team scheduling (8:00 – 17:00 & (20:00 – 5:00 OR 23:00 – 8:00)