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Technical Support Engineer English

S4BT Solutions for Business Travel. · 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
Từ 25tr
Địa điểm
Quận 1, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • Incident Management
  • Receive, verify, categorize, prioritize, and manage incoming support requests.
  • Investigate incidents reported by customers, Customer Success, and internal teams.
  • Assess business impact and determine incident severity.
  • Resolve technical issues within agreed SLA.
  • Escalate unresolved issues to Engineering with complete technical evidence.
  • Technical Investigation & Troubleshooting
  • Investigate application issues using logs, monitoring tools, browser diagnostics, API analysis, and SQL queries.
  • Analyze application, API, and browser logs to identify errors and determine the source of issues.
  • Reproduce reported issues in test environments.
  • Analyze HTTP requests and responses using Postman, Bruno, or similar tools.
  • Execute basic SQL queries to validate application data and troubleshoot data inconsistencies.
  • Investigate authentication, authorization, and integration issues.
  • Identify whether issues originate from application functionality, configuration, integrations, infrastructure, or customer environments.
  • Perform Root Cause Analysis (RCA) where possible and document findings.
  • Product & Engineering Collaboration
  • Prepare high-quality bug reports with reproduction steps, logs, screenshots, API traces, and technical findings.
  • Collaborate closely with Product, Engineering, QA, Infrastructure, and Customer Success teams.
  • Identify recurring issues and recommend product or process improvements.
  • Continuous Improvement
  • Identify recurring incidents and propose preventive actions.
  • Recommend improvements to monitoring, logging, and diagnostic capabilities.
  • Contribute to improving support processes and operational excellence.
  • Your Skills and Experience
  • Good English communication skills.
  • Strong troubleshooting and analytical skills with the ability to investigate technical issues independently.
  • Experience analyzing application, API, and browser logs.
  • Experience using application monitoring and observability tools (e.g., Azure Application Insights).
  • Good understanding of REST APIs, HTTP methods, authentication, and HTTP status codes.
  • Hands-on experience with Postman, Bruno, or similar API testing tools.
  • Proficiency using browser developer tools (Chrome DevTools), including Network, Console, Application, Cookies, and Storage.
  • Basic knowledge of SQL, including writing simple queries to validate application data and troubleshoot production issues.
  • Understanding of modern web application architecture and client-server communication.
  • Basic understanding of networking concepts, including HTTPS, DNS, SSL/TLS, proxy servers, and firewalls, with the ability to identify common connectivity issues.
  • Ability to distinguish between application defects, configuration issues, integration failures, infrastructure issues, and customer environment issues.
  • Experience working with HappyFox, Azure DevOps, or similar ticket management systems.
  • Experience reproducing reported issues and validating fixes.
  • Basic understanding of software release and deployment processes.
  • Basic understanding of Single Sign-On (SSO) concepts and common authentication issues.
  • Experience

Quyền lợi

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