Technical Support Engineer - Remote
Technical Support Engineer - Remote
Posted on :
15-11-2024
Employer Active
1 Vacancy
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Job Description
Job Responsibilities:
- As technical support team you will act as Level 2 support provide timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. Investigate the technical issues raised by clients perform analysis by looking into the logs provide proper recommendations to handle the issue and produce the report of the issue. More important if there is a service incident you will be responsible for classifying the urgency of the issues and escalate to the teams that require to be involved.
- As a bridge between client and internal teams you will also contribute to educate or support client services teams to improve the response to client document the workaround of known technical issues. Define the framework of the documentation process for product changes. On the other hand you will also bring the client voice to the internal collect the context information of the issue record the info in Jira raise it to Dev Team for further analysis or bug fix.
- Competes within a dynamic and complex industry with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion.
- Producing impactful content requires critical thinking and organization and team members must be able to operate autonomously in a resultsdriven environment.
- Communication skills will be put to the test as you will face many microinteractions with industry partners thoughtleaders and community members along the way.
Candidate Requirements:
- Fluency in Chinese is essential.
- Competes within a dynamic and complex industry with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion. Producing impactful content requires critical thinking and organization and team members must be able to operate autonomously in a resultsdriven environment.
- Communication skills will be put to the test as you will face many microinteractions with industry partners thoughtleaders and community members along the way.
- As a support engineer communication and collaboration take a large proportion of your daily operation. We uses multiple channels for both internal and external communication including JIRA Zendesk and Telegram.
- Besides of documentation works development capabilities are also the basic requirement you will need to guide our client to implement their trading program with our API the minimum requirement is mastering at least one of the programming languages (C Java Python JavaScript etc.) and familiar with RESTful and Websocket protocols.
- For monitoring & troubleshooting tools including but not limited to Linux Shell Script SQL ELK (Kibana) and Grafana and we encourage you to contribute more on support tools for internal and external clients.
Employment Type
Full Time
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