Delivery Support Engineer

2 weeks ago

Ho Chi Minh City, Vietnam Skedulo Vietnam Full time

**As a Delivery Support Engineer, you will be embedded within the Engineering group and act as a key interface between our Technical Support and Delivery Engineering teams. You will troubleshoot and drive the resolution of complex customer issues that arise from customer implementations. In this role, you will be required to develop deep domain expertise and ensure that the customer's voice is heard and incorporated into future custom implementations. You will proactively identify opportunities to improve and mature our 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 the Delivery Engineering team and submit merge requests to resolve bugs and deliver discrete, high-value enhancements
- Create, update, and enhance external and internal 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
- Proactively identify and implement improvements to the global support engineering team processes

**Technical Duties**:

- Provides technical advice and expertise to customers and internal stakeholders to assist in the timely resolution of customer-escalated issues
- Develops 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**:

- Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks.

**Yêu Cầu Công Việc**:
**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**:

- Strong knowledge and experience with ES6 and TypeScript
- Ideally experienced with one or more of the following: Vuejs, AngularJs, NodeJs, and/or Redux
- Strong experience in modern front-end build tools (e.g. Git, Webpack, Yarn, Grunt, NPM).
- Familiar with RESTful API, GraphQL
- Knowledgeable in modern authorization mechanisms, such as JSON Web Token.
- Beneficial to have prior experience working with offshore and distributed teams
- Exposure to Agile development methodologies such as Scrum and Kanban
- Prior experience with common cross-functional tools in JIRA, Confluence, GitHub, ZenDesk
- Previous experience with the CI/CD pipeline and automation
- Experience working with Salesforce is a plus

**Tại Sao Bạn Sẽ Yêu Thích Làm Việc Tại Đây**:

- MacBook Pro provided
- Competitive salary & 13th Month Bonus
- Working from home set up stipend: $150
- Learning & Development stipend: $125 per year
- 7 paid sick days per year
- 20 paid leave days per year
- 8 paid Mental Healths days per year
- 3 paid Volunteer days per year
- 12 days of paid Public Holiday per year
- Paid Parental Leave (12 weeks) in conjunction with eligible government benefits
- Miscarriage & Bereavement leave
- Equity in the form of SARS (Stock Appreciation Rights)
- Medical Benefits for employees & family
- Employee Referral Bonus
- Annual Mental Wellness Week event & Calm subscription to help support in the mental wellbeing
- Leadership, Mentorship, DEIB Program
- Happy hour every Friday
- Fun, creative, and fast-paced working environment
- Kitchen stocked with snacks & drinks
- Our offices have creative, open workspaces with room to play, reflect, and relax
- Our team is extremely competitive, and we will challenge your best table tennis skills

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