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← Laidon Group

Technical Support Engineer strong-English-required

Laidon Group · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
Kỹ thuật / Cơ khí
Mức lương
Thương lượng
Địa điểm
Quận Tân Bình, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • 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.
  • 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.
  • 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.
  • 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.
  • Participate in shift rotations and on-call support when required to support international customers.
  • 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.
  • 15 days of annual leaves

Quyền lợi

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