Technical support engineers

As a Technical SupportEngineeryou willbe responsible for:
•Helpingresolveissues raised by internalusers, at any time
•Respondingto issues raised by chat or over the phone
•Contributing to a 24/7 team (in shifts)
•Evaluatingsituational urgency and, if needed, educatingusers how to properly report issues
•Applyingquick fixes when possible and investigatingpossible root causes•Identifyingand communicatingwith the relevant Development team to assist and/or plan for long-term fixes
•LinkingSupport tickets with their long-term-fix ticket, enrichingthem with investigation results, surfacingoverall progress of issue resolution
•Maintainingthe Support Runbook documentation along with the Development teams•Communicatingtrend analysis to the product team
Job requirements
●Solid Computer Science fundamentals, excellent problem-solving skills.
●Competency in Javaprogramming
●Good at communicating, in written form, complex issues to both technical and non-technical audiences
●Bachelor’s or Master’s degree in Computer Science or related field from a top university.
●Able to work within the GMT+8 time zone