Technical Support

2 weeks ago

กรงเทพมหานคร, Thailand Amity Full time

Working at Amity is an exciting opportunity to step up your career and work in one of the coolest and fastest-growing tech scale-ups in the market.We are backed by leading VCs and we raised more than $20M to date. Since our founding in 2020, we went to 4 to 250+ employees (with over 27 nationalities ), 1 to 4 offices (Bangkok, London, Milan and Sao-Paolo) and 0 to 100+ global clients, including leading companies such as Unilever, True, Air Asia and more.

Our platform - the Amity Social Cloud - allows companies to easily transform their existing apps into social networks by adding ready-to-use social components such as chat, like buttons, user profiles, social feeds and video stories. Built on top of this, we provide an employee communication platform, called Eko, aimed at allowing enterprise’s to reach all of their staff, no matter their size, location, industry or distribution of staff.

**Your impact**:
As a technical support engineer, your responsibility is to keep ownership for the resolution of technical problems including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting, and reproduction. You will have to collaborate with many teams, including product manager, engineering, sales and being clients voices - their success is our success

**How do we work?**
- We use Jira Helpdesk, Jira Software, and Trello.
- We have a chatbot to notify you of new incidents or upcoming incidents that breach the SLA.
- We communicate with customers through Jira Ticket.
- We have to team daily meetings to help solve problems.
- Our main task is to solve problems from the root cause so that problems do not happen again.
- We have to update and make reports for customers.
- We have to attend meetings with customers to help them solve problems.
- We are responsible for coordinating with internal teams to solve problems.

**Your day-to-day responsibilities**:

- Daily collaborate with the Solution Engineer team, to provide effective available solutions/workarounds for each **Tier 1** client
- Digest technical information for non-technical clients
- Conclude bugs details and create Jira cards for the Engineering team
- Collaborate with Product Owners on the timely delivery of fixes and releases
- Log issues/questions raised by clients on Trello
- Arrange meeting between team and clients when required
- Response to clients’ messages/ bug reports in the timely manner
- Able to respond/acknowledge to clients messages during out of working hours
- Follow up on issues and release dates and ensure everything is on track before committing with clients
- Translate client needs/requirements to proposed solutions and implement from the Product team
- Regularly checking in with clients if they need support or have any questions during their implementation
- Submit feature requests to the Product Manager for our future product enhancements.
- Able to answer general questions about our products
- Weekly sync with the sales team on clients’ status
- Handle client complaints and requests and submit requests to enhance and update our official documentation
- Able to standby and support if there is critical issue/blocker that impact clients’ launch

**Your ideal profile**:

- Bachelor degree or higher in Information Technology, Computer Science, Computer Engineering or a related fields
- Background with 1-2 years of experiences in technical customer service
- Strong verbal and written skill in **both Thai and English languages**:

- ** Basic Technical Knowledge Required**:NodeJS, ReactJS, Rest API, Websocket, or Javascript
- Able to work shift during off office hours, weekend and public holiday when needed

**What’s in it for you**:
**Not ready to apply?**

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