Technical Support Engineer
必備技能
Tech Titan Group Technical Support Engineer 工作職責
Technical Support Engineer
Responsibilities
● Flexible to accommodate urgent customer needs over weekends and public holidays
● Perform tasks such as issues, deploying products, collecting artefacts for debugging
● Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
● Documenting all support issue details while supporting customers to ensure details are available for all relevant parties
● Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
● Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
● Report customer use cases, requirements, enhancement requests, and recommend fixes
● Practice the ‘give and take’ model of knowledge and experience exchange by sharing information to the team
● Constantly improving job skills through participation in product, technology, and customer service training as it is made available
● Participate in improving processes, communication, systems, etc. Qualifications Demonstrated Required Skills and Abilities:
● Graduated with Bachelor's Degree in Computer Science or Engineering or equivalent technical experience
● Able to communicate in English (written)
● Programming & debugging ○ For Mac, Windows, Linux, iOS, or Android ○ Using one or more of C, C++, Objective-C, C#, Swift, Java, JavaScript ○ In Xcode, Visual Studio, Android Studio, or Eclipse
● Ability to troubleshoot system issues
● Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting
● Interest and experience in security a great advantage
● Ability to work effectively with a remote team using modern, collaborative tools such as Microsoft Teams, Zoom, and Webex
● Strong customer service skills – ability to work with customers in a manner that is professional, compassionate, and effective
● Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
● Onsite experience
Additional Information
● Office Hours: Monday - Friday, 9am - 6pm
● Smart Casual Fridays
● Salary is negotiable depending on experience
● Welfare
● Social Security
● Health insurance
● Incentive
● Bonus
● Holidays
關於公司
公司地址
Wisma Tech Titan, BO3-C-17-1, Menara 3A, No3 Jalan Bangsar, KL Eco City, 59200 KL