Technical Support Engineer

Responsibilities of the Candidate: Reviews issues and contacts customers to understand issues. Ensures customers stay informed as to the status/solution of their issue. Utilises troubleshooting tools 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. Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools. Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems Requirements: 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