Shopee Product Support Analyst
Confirmed on the employer's own hiring board on Oct 20, 2026. First seen by Alion on Sep 24, 2026. Shopee scores A on the Alion truth index.
User Assistance:
- Issue Investigation and Resolution:
- Product Expertise:
- User Feedback and Insights:
- Documentation and Reporting:
- Project Management:
- Quality Assurance:
o Understand the bug type and issue type in details for future identification
o Familiarize with the ticket format and be able to identify if with enough
information
o Review and consulted with seniors to understand the system, feature and
function mechanism
o Apply the above knowledge to identify the issue and potential work plan
o Communicate with stakeholders to understand the overview of the issue / bug
o Explain the details of issue / bug with internal dept for the fixing requirement
and support
o If facing the rejection or pending situation of tickets and fixing requirement, find
out the alternatives to stop the loss or for compensation
o Being resourceful to find out the talents and resource to complete and fix the
issue and bank
o Motivate the resolution process of regional, dev side, 3rd parties and L2 PS
o Tracking the progress and announce the result and updates for stakeholders
o Regularly review the performance of live issue and thinking of the way to
improve and enhance
o Initiate and implement the improvement plan with solution, suggestion and
feature request
Qualifications and Requirements:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in customer support, technical support, or product support roles.
- Strong familiarity with the Shopee platform and its features.
- Excellent problem-solving and analytical skills to diagnose and resolve user issues.
- Effective communication skills, both written and verbal, to assist users and collaborate
with cross-functional teams both local and regional.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- Attention to detail and commitment to providing high-quality user support.
- Basic understanding of e-commerce concepts and online marketplace operations
(preferred).
- Proficiency in using support ticketing systems such as JIRA is a plus
Working Conditions:
- This is a full-time and Part-time position that may involve rotational shifts, including weekends and
holidays, to ensure round-the-clock user support.
- The role may require occasional interaction with technical and non-technical teams, as
well as users from diverse backgrounds.