Jobs

Job Title : Technical Support Engineer

Category : Engineering
PENTABELL
Posted Date : 05/05/2022
Job Description :

  1. Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic. Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
  2. Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement.
  3. Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
  4. Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
  5. High responsibility in continuous improvement in service quality and efficiency.
  6. Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.


Requirements:

  1. 2-5+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
  2. Good communication in English and Mandarin (both spoken and written)
  3. Must have strong capabilities to identify, analyze and resolve problems logically and systematically
  4. 3+ years Unix/Linux with shell scripting, etc
  5. 2+ years databases experience (Oracle, MySQL)
  6. 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix
  7. Understanding of software development methodologies and coding standards
  8. Experience with software application debugging and troubleshooting
  9. Experience with could services such as AWS and/or AliCloud
  10. Familiar with technical support process and escalation management
  11. Passionate with technical support to solve complicated customer issues
  12. Ability to present or speak fluently to engineers, product manager and customers
  13. BS/MS in Computer Science, Math or related scientific disciplines
  14. Knowledge and experiences in trading and derivatives is a great plus
  15. Background in Software Development is a plus

Benefits Offered : As per the UAE law
Apply Now