Technical Support Engineer Level 3

2 weeks ago

Hanoi, Vietnam Tek Experts Full time

Overview:
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We’re seeking an experienced, customer-oriented Technical Support Engineer to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by Level 1 & 2 Support Engineers and should provide quick and accurate support.

**A career in tech. Work with the biggest and best names in technology.**

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

**Responsibilities**:
**This role will**:

- Act as escalation point and manage critical cases by setting customer expectations, creating and implementing action plans, and communicating professionally with all stakeholders.
- Collaborate with other teams as needed to resolve cross-team and cross-product issues.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior support engineers, offer guidance in new hire onboarding, and assist with monitoring junior engineers’ workloads.
- Review backlog and cases, help with knowledge assessments, and support the floor as needed.

Qualifications:
**Application Lifecycle Management is a good fit for you if**:

- You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
- You’re passionate and motivated to learn & grow.
- You’re honest, dedicated, and responsible.
- You’re proficient in both written and oral English.
- You’re creative, adaptable, and have strong problem-solving skills.

**In this role**:

- 3+ years of recent experience in IT support are required.
- A Bachelor’s degree or equivalent technical certifications are preferred.
- Experience in customer service is preferred.

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