Technical Support Executive

Founded in 2016 in Vietnam, FireGroup Technology is committed to building world-class SaaS products that make a global impact on e-commerce. From the outset, we envisioned a world where running an online business is easy, effective, and sustainable, and we have been bringing that vision to life for nearly a decade.

Our portfolio includes TrueProfit, Transcy, OneMobile, OneLoyalty, Zopi, Promer, Ali Reviews. Trusted by more than 450,000 merchants in over 175 countries and recognized by global leaders such as Shopify, Google, Meta, TikTok, and Amazon, FireGroup is proud to elevate Vietnamese innovation onto the world stage.

Why build your career with FireGroup

• Make a Global Impact: Contribute to products trusted by merchants worldwide and help solve real challenges that transform e-commerce.
• Build with an AI-first Mindset: Use AI as your daily co-pilot to make smarter decisions and accelerate problem-solving at scale.
• Unleash Your Potential: Fast-track your growth with career mobility, diverse learning resources, and an agile environment that empowers bold thinkers.

In a culture that connects us as a whole

What truly defines us is not only our technology but also our people, guided by our seven core values of Courage, Creativity, Growth, Teamwork, Ownership, Trust, and Empathy. At FireGroup, work is more than a job; it is a legacy in the making. We move with speed to solve meaningful challenges, and every Firer is encouraged to dream boldly, lead with courage, and create impact that endures.

Discover how our values come to life in every team and product we build on our culture page.

What You'll Do

As a technical support executive, you are required to autonomously handle and resolve complex technical challenges, acting as a high-level individual contributor and expert troubleshooter. This includes: 

• Independently diagnose and resolve complex customer requests and system issues that are escalated from customer support executives.
• Conduct detailed root cause analyses on recurring technical issues. Provide feedback and solutions to encountered issues to enhance product quality and efficiency.
• Escalate unresolved issues to developers only when necessary, providing comprehensive documentation, replication steps, and diagnostic data to facilitate a swift fix.
• Log, track, and update progress on bugs. Ensure all reports include the work status (weekly, daily), the responsible sub-team, and related products.
• Report and update progress according to clear templates, including evaluations and actual results of task execution.
• Participate in assigned courses (specific duration and frequency) related to professional expertise and company products.
• Help ensure freelancers understand and pass post-training tests and assist in evaluating the results of trained freelance personnel.

What Sets You Apart

• Associate degree or equivalent certification related to IT.
• 2+ years of proven experience in technical support or a related field.
• Strong familiarity with web technologies such as HTML, CSS, JavaScript.
• Demonstrated ability to troubleshoot and debug independently.
• Strong desire to learn and grow in the areas of software support, troubleshooting, and debugging.
• Good communication skills to explain technical concepts to non-technical users.
• Able to read and understand English documents.
• Ability to work independently on complex issues with minimal guidance.
• Proven ability to work well in a team and collaborate effectively with other teams.

As a Good Fit, We Are More Than Happy To Offer You

Rewarding Compensation & Benefits

• Competitive salary package with 13th-month pay and seniority bonus

• Annual salary review recognizing outstanding contributions

• Work-from-home policy for expecting mothers

• 16 days of annual leave, plus 1 extra day for every 3 years of service

• Premium healthcare package and yearly health check-up

• Special occasion support including marriage, maternity, and birthday gifts

• Modern work devices tailored to your role such as MacBook, iMac, Mac Mini, or Windows laptop and monitor

Regenerative & Engaging Environment

• A vibrant workplace with team-building events, annual trip, and various sport clubs

• Festive gifts for holidays such as Mid-Autumn and Lunar New Year

• Daily complimentary coffee, tea, fresh juice, and a variety of snacks