Responsibilities:

📍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.

Requirements:

📍Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered. 📍Must have strong capabilities to identify, analyze and resolve problems logically and systematically. 📍Unix/Linux with shell scripting, etc. 📍Databases experience (Oracle, MySQL). 📍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. BS/MS in Computer Science, Math or related scientific disciplines. 📍Background in Software Development is a plus. 📍Comfortable performing shift-work (eg. 8am-5pm, 10am-7pm from Monday to Friday, 📍Tuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months.