Technical Support Engineer APAC
Posted Updated
Description
You will own customer problems through resolution, provide real-time support through Slack and remote troubleshooting during APAC hours, and deliver technical support for the SaaS platform. You will escalate issues when needed, collaborate during outages and war-room calls, and maintain meticulous case documentation.
Responsibilities
- Own customer problems through resolution using available resources
- Provide real-time support through Slack and remote troubleshooting during APAC time zones
- Deliver technical support for the SaaS platform
- Escalate technical issues to the Senior Support Team as required
- Collaborate with the Senior Support Team during outages and participate in war-room calls
- Adhere to business processes and policies
- Handle customer queries and escalations professionally with meticulous case management and documentation
Requirements
- 1–3 years of experience as a Technical Support Engineer or similar role
- Ability to work under high pressure and troubleshoot with effective time management
- Ability to work unorthodox hours when needed
- API implementation and debugging skills
- Excellent oral and written communication skills
- Excellent troubleshooting and analytical skills
- BS/BA degree in Computer Science or an equivalent field
- Experience supporting SaaS products or relevant financial services, technology, or technical support experience
- Knowledge of databases, Kibana, Grafana, OpenSearch, scripting, or LogStash
- Understanding of cryptographic algorithms used by public blockchain networks
Benefits
- Paid overtime for work on major holidays