Job Title : Technical Support Engineer

Category : Engineering

PENTABELL

Posted Date : 05/05/2022

Job Description

• 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.
• Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement.
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
• High responsibility in continuous improvement in service quality and efficiency.
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
  
  

Requirements

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

Benefits Offered : As per the UAE law

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