This is a 12-months contract as a Technical Support Engineer.
Job Description:
- Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic;
- Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team;
- Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement;
- Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely;
- Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization;
- High responsibility in continuous improvement in service quality and efficiency;
- Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
Job Requirements:
- BS/MS in Computer Science, Math or related scientific disciplines (Software Development is a plus);
- 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc;
- Must have strong capabilities to identify, analyze and resolve problems logically and systematically;
- 3+ years Unix/Linux with shell scripting, etc;
- 2+ years databases experience (Oracle, MySQL);
- 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix;
- Understanding of software development methodologies and coding standards;
- Experience with software application debugging and troubleshooting;
- Familiar with technical support process and escalation management;
- Passionate with technical support to solve complicated customer issues;
- Ability to present or speak fluently to engineers, product manager and customers.
We regret to inform that only shortlisted candidates will be contacted.
This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA.
