You will be responsible for providing quality solutions to customer's problems so therefore you need to be able to translate the reported issues to the necessary stakeholder(s).

• You'll have to ask the right questions and do the necessary investigation, all this by communicating with the right tone of voice.
• You'll use the offered ticketing systems named Zendesk and you are responsible to write and share the necessary documentation of all issues and requests.
• You will use tools like Putty, MySQL Workbench, Terminal, Hawtio, come into contact with API calls, AWS, Gsuite and others.
• You will be required to work independently, write documentation, support other teams in troubleshooting, analyse problems, understand code, coordinate meetings, pinpoint what's missing to become more efficient, lead by example and optimize processes.
• Being part of an international company, you'll take part in our 24/7 support line
• You will work closely with other Support Engineers in your team as well as the Operations and Product team to the handle the reported issues or business requests.
• As our Senior Customer Support Engineer, you will deliver high quality service every day to keep our customers happy!

Skills & Qualifications:

• Degree in Informatics or Computer Science or equivalent
• At least 5 years in a technical role with hands-on experience
• Good understanding of software development
• Computer literate with good knowledge of tools like JIRA, Confluence, Slack, Zendesk
• Good interpersonal skills in understanding customer needs
• Good technical writing skills
• Analytical with a problem solving mindset
• Shows initiative and can work independently
• A good team player, share information and knowledge with team
• Willing to take up various tasks to finish a project

Kenneth Ho Qian Tat EA License No.: 02C3423 Personnel Registration No.: R1879958

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