Skedulo Vietnam

Overview of job

As a Technical Support Engineer, you will be embedded within the Engineering organization and act as a key interface between our Customer Experience and Engineering teams. You will troubleshoot and drive the resolution of complex customer issues that arise from business-as usual product operations and from new customer implementations. In this role, you will be required to develop deep product expertise and ensure that the customer's voice is heard and incorporated into future product development activities. You will proactively identify opportunities to improve and mature our product documentation and support processes based on your customer interactions and knowledge.

Responsibilities

Day to Day:

• Triage, troubleshoot, and resolve escalated customer issues from multiple inbound channels
• Works with internal and external stakeholders to facilitate the timely resolution of customer issues
• Collaborate with Product and Solution Engineering teams and submit merge requests to resolve bugs and deliver discrete, high-value enhancements
• Create, update, and enhance external and internal product documentation based on customer interactions
• Anticipates and communicates blockers or delays for your work before they require escalation
• Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team
• Participate in customer calls and meetings where required to assist in issue resolution
• Drive product enhancements with the Product Development team based on your product expertise and frontline knowledge of customer needs
• Proactively identify and implement improvements to the global support engineering team processes

Technical Duties

• Provide technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer-escalated issues
• Develop production-ready bug fixes that are easily testable, understood by other engineers, and account for edge cases and errors
• Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.

Communication & Leadership Duties

• Communicates with their team, internal stakeholders, and customers in an effective, clear, concise manner in both written and verbal form on technical and nontechnical subjects.
• Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks.

Why you'll love working here

• Fun, creative, and fast-paced working environment
• Flextime - 3 days in the office & 2 days working from home
• Medical Benefits for employee + spouse and children
• Annual health check-up
• Company & Team Offsites
• 7 paid sick days per year
• 4 weeks paid leave per year
• 12 days of paid holiday per year
• 3 Paid Volunteer Days per year
• One-time Working from Home Stipend
• Mental Health Support/Resources through Modern Health
• Equity in the form of SARS (Stock Appreciation Rights)
• Kitchen stocked with snacks & drinks
• Paid Parental Leave for both carers
• Learning & Development Stipend
• Employee Referral Bonus
• Our offices have creative, open workspaces with room to play, reflect, and relax
• Our team works hard but also plays hard; we will challenge your best table tennis and PS4 skills

MINIMUM QUALIFICATIONS

• A Bachelor’s Degree in a STEM-related field (Computer Science, IT, Engineering, Math, or similar field) and/or at least 1-2 years prior experience in a Support Engineering / Technical QA role.
• Excellent written, spoken, and interpersonal communication skills
• Excellent problem-solving and diagnostic skills

Desired Skills/Experience

• 1+ years experience in a similar role that is customer-facing.
• Previous experience with one or more of the following:
  • React.js
  • Java+Spring
  • Node
  • Unit testing frameworks
  • CSS Preprocessors (ideally Sass)
  • Kotlin
  • Scala
  • Typescript
  • CI/CD tooling and automation
  • Data Analysis skills and experiences
  • Experience working with agile development methodologies
  • Knowledge and experience with issue-tracking tools such as Jira and Zendesk
  • Experience working with Salesforce is a plus