Responsibilities:
1. Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic
2. Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team
3. Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement
4. Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely
5. Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization
6. High responsibility in continuous improvement in service quality and efficiency
7. Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes
Requirements:
1. 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc
2. Must have strong capabilities to identify, analyze and resolve problems logically and systematically
3. 3+ years Unix/Linux with shell scripting, etc
4. 2+ years databases experience (Oracle, MySQL)
5. 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix
6. Understanding of software development methodologies and coding standards
7. Experience with software application debugging and troubleshooting
8. Familiar with technical support process and escalation management
9. Passionate with technical support to solve complicated customer issues
10. Ability to present or speak fluently to engineers, product manager and customers
BS/MS in Computer Science, Math or related scientific disciplines
11. Background in Software Development is a plus
