Specialist, Technical Support

What You'll Do:

• Manage cases from Zendesk that escalated to Technical Support related to Merchant.
• Handle all the request or query from Merchant via Lark, Whatsapp and Zendesk Tickets
• Setup log monitoring and investigate when alarm is triggered.
• Gather problem logs or DB logs then escalating to the right team/individuals.
• Gather data from logs or DB for reporting or statistic analytic.
• Working closely with Site Reliability Engineer (“SRE”) and Quality Assurance (“QA”) team.

Requirements

Role Requirements:

• Degree in Computer Science or closely related Engineering field, or equivalent work experience.
• Experience of tracing and resolving issues using logging, DB query and other support tools
• Excellent analytical and problem-solving skills.
• Persistence and determination to fully root-cause and resolve complex issues.
• Strong written and verbal English communications skills. Understanding Mandarin will have advantage.
• In addition, you will need a proven ability to operate in extreme high-pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
• Must be willing to work in a fast paced and growing business and global environment where some travel maybe required.
• Mobile and Java developer knowledge will have advantage.

Skills

Technical Support, Technical Issues