Technical Support Engineer

Responsibilities:

• Work closely with end-users to support troubleshooting and resolving customer issues or escalate them to the appropriate team when necessary.
• Partner with sales, technical support, and other departments to address customer concerns efficiently, ensuring seamless resolutions.
• Respond promptly and professionally to customer inquiries via calls and chats, maintaining a high level of service
• Handle customer complaints with empathy and professionalism, ensuring satisfactory resolution. 
• Understand the testing process, can write test cases (especially write clear test steps when logging a customer's bug so the QA and development team can reproduce the bug easily)
• Understand and usage of incident management systems such as Zoho Desk 

Job Requirements

• Very good at English skills:verbal, reading, and writing.
• Have over 3 years of experience working with English-speaking clients in the software testing field or customer service.
• Good at problem-solving and conflict-resolution abilities.
• Exhibit strong organizational skills and keen attention to detail, ensuring accuracy and efficiency in all tasks.
• Strong sense of curiosity and the ability to quickly & eagerly learn the inner workings of applications are musts.
• Good logical thinking skills, effectively connecting requirement points to application flows for comprehensive understanding and testing.
• Have knowledge of API testing, database technology such as SQL Server and MySQL.
• Bachelor's degree in C.S. or related technical discipline.

Work Place: Da Nang.

Benefits and Incentives

• Competitive Salary: Attractive and highly competitive salary packages.
• Healthcare: Premium healthcare insurance with annual check-ups at top-tier hospitals.
• Performance Bonuses: Annual performance reviews with substantial bonuses and salary increases.
• Onsite Opportunities: Opportunities to work onsite in Silicon Valley and other locations.
• Additional Salary: 13th-month salary bonus.
• Holiday Bonuses: Bonuses for Vietnamese public holidays, special holidays, and personal occasions (e.g., birthdays, newborn baby, marriage, bereavement, sickness).
• Overtime Compensation: Payment for overtime work.
• Remote Work: Work-from-home policy with 30 days per year.
• Tech Support: Personal laptop and monitor support.
• Company Events: Exciting company trips, team-building activities, New Year parties, sports activities, and monthly birthday celebrations with finger food.
• Referral Bonus: Incentives for successful employee referrals.
• Paid Leave: 12 days of fully paid annual leave.
• Collaborative Environment: Work in a collaborative, innovative, and supportive environment to make an impact in the security industry.
• Language Skills: Opportunities to speak English with clients.