Technical Support
2 days ago
Ho Chi Minh City Metropolitan Area, 61, Việt Nam
Rikkeisoft
Toàn thời gian
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Company Description
Rikkeisoft, founded in 2012, is a leading Vietnamese IT enterprise that supports global partners with tailored IT outsourcing services and technology solutions. The company offers traditional IT services alongside innovative technologies through its ecosystem of subsidiaries, including Rikkei Digital for digital transformation, Rikkei Academy for IT education, and Rikkei AI for AI-based solutions. With offices and subsidiaries across Vietnam, Japan, and the United States, Rikkeisoft provides international exposure and diverse project opportunities. Team members benefit from a dynamic environment focused on sustainable growth, continuous learning, and collaboration with clients worldwide.
Role Description
Technical Support & Troubleshooting
◦ Act as the primary contact for Level 2 technical issues, including query performance, workload management, data ingestion, and system behavior across Massively Parallel Processing (MPP) architecture.
◦ Respond to customer incidents quickly and effectively with a "first◦ time fix" mindset.
◦ Perform deep root cause analysis and provide detailed technical solutions.
◦ Reproduce customer environments to diagnose issues using internal tools, logs, and telemetry.
Cross◦ functional Collaboration
◦ Work closely with Engineering to escalate product bugs or systemic issues, providing clear documentation and reproducible test cases.
◦ Collaborate with DevOps to monitor infrastructure health, manage incidents, and improve system resilience.
◦ Partner with Product teams to relay customer feedback and influence product roadmap priorities.
Process Improvement & Knowledge Sharing
◦ Contribute to the continuous improvement of support workflows, monitoring tools, and escalation procedures.
◦ Create and maintain internal and customer◦ facing documentation, including troubleshooting guides and knowledge base articles.
◦ Mentor junior support engineers and assist in onboarding new team members.
Qualifications
◦ Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field, or equivalent practical experience.
◦ Minimum of 3 years’ experience in a technical support, systems engineering, or database administration role.
◦ Strong understanding of distributed systems, SQL, and MPP architectures.
◦ Proficiency in Linux, shell scripting, and system log analysis.
◦ Excellent communication skills with the ability to clearly explain complex technical concepts to both technical and non◦ technical stakeholders.
◦ Hands◦ on experience identifying and resolving product bugs or systemic issues independently, including documenting clear reproduction steps and test cases.
Preferred
◦ Experience working with Yellowbrick, Snowflake, Redshift, or similar data warehouse platforms.
◦ Experience with enterprise databases and tuning database performance.
◦ Familiarity with Kubernetes, cloud platforms (AWS, GCP, Azure), or DevOps workflows.
◦ Working knowledge of Python or other scripting languages for automation and diagnostics.
◦ Experience using tools like Zendesk or ServiceNow to manage incidents is a plus.