Product Support/Application Support

Hiring Position: Product Support/Application Support

Working Condition: On-site

Location: Bangkok, Thailand (MRT Accessible)

Pay Rate: Up to THB 60K

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Our client is a prominent and rapidly expanding FinTech Company based in Bangkok, Thailand. They are seeking Product Support/Application Support to help grow their business in an MNC working environment. The company is open to both Thai and non-Thai applicants who are passionate about advancing their career in the FinTech industry. If you are interested in growing with this dynamic company, please share your updated CV with us. We will be sure to contact you with further details about the position.

Job Highlights:

• Application support in IT-related fields
• Hands-on experience with observability tools and cloud services
• Opportunity to work closely with development and operations teams

Main Duties & Responsibilities:

What You'll Be Doing:

• Provide Level 2 Technical Support: Investigate and resolve technical issues raised by customers and internal teams, escalating complex problems to the development team when necessary. Develop proficiency in observability tools such as Datadog, Grafana, ElasticSearch, and Kibana to efficiently diagnose and resolve issues.
• Support Deployment Activities: Work closely with the development team to understand new features, configurations, and components in each release package, ensuring smooth deployments.
• Incident Management: Take on the role of Incident Manager when required, assessing customer impact, coordinating with relevant teams, and ensuring incidents are resolved with minimal disruption.
• Cross-Team Collaboration: Work alongside Level 1 Support, as well as Development and Operations teams, to escalate and resolve critical issues efficiently while integrating feedback into product development.
• Knowledge Base Enhancement: Contribute to technical documentation, creating detailed guides and resources for internal teams and customers to improve troubleshooting efficiency.

What You'll Need:

• Customer-Focused Approach: Strong commitment to delivering excellent service by resolving issues swiftly and effectively.
• Technical Proficiency: Solid understanding of operating systems, networks, SQL, and observability tools like Datadog, Grafana, ElasticSearch, and Kibana. Willingness to quickly learn and adapt to new technologies.
• Problem-Solving Ability: Analytical mindset to assess issues, identify root causes, and implement effective solutions.
• Effective Communication: Strong ability to articulate technical concepts clearly to both technical and non-technical audiences, with excellent written and verbal English skills.
• Incident Management Skills: Capable of assessing customer impact and managing incidents efficiently, coordinating across multiple teams for rapid resolution.

Qualifications:

• 3 - 5 years of experience as a Software Engineer, Systems Administrator, or Technical Product Support in enterprise platforms
• Experience using observability tools such as Datadog, Grafana, ElasticSearch, and Kibana, as well as cloud services like AWS
• Proficiency in English (both spoken and written)

Nice to Have:

• Experience with scripting or coding in at least one language (e.g., Bash, Python, PowerShell)
• Knowledge of CI/CD automation tools such as Jenkins, Ansible, Terraform
• Familiarity with deployment models and IT service management (ITSM), including incident, problem, and change management
• Experience working in agile environments using tools like JIRA, Confluence, or similar task management systems

This is an exciting opportunity for an Application Support Engineer to play a key role in ensuring seamless product functionality, troubleshooting issues, and enhancing the overall user experience. If you have a passion for problem-solving and technical support, we encourage you to apply