Specialist, Technical Product Support

Technology

Location

Thailand (Bangkok)

Employment Type

Full Time

2C2P is seeking Specialist, Technical Product Support to join its team in Thailand.

If you have the right skills & experience and look for a new rewarding challenge, don’t wait!

Join us and share our vision in providing the best payment services in Asia.

Working Location: Empire Tower (100% onsite, accessible via BTS Chong Nonsi)

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Job Description

Deliver Level 2 Technical Product Support: Engage in the investigation and resolution of technical issues raised by customers and internal teams, escalating matters to the development team as needed. Rapidly gain expertise in observability tools like DataDog, Grafana, ElasticSearch, and Kibana, leveraging these tools to efficiently diagnose and resolve issues.
Offer support during deployment: Collaborate closely with the development team to gain a comprehensive understanding of new features, configurations, and components included in each release package.
Manage Incidents: Assume the role of Incident Manager as needed, assessing the impact on customers, coordinating with the appropriate teams, and ensuring incidents are resolved efficiently with minimal disruption.
Collaborate with Teams: Work in tandem with Level 1 (Customer Support) and both Development and Operations teams to provide support and share knowledge. Focus on quickly escalating and resolving critical issues while ensuring feedback is integrated into product development.
Enhance Knowledge Base: Contribute to and improve technical documentation, creating detailed resources for both internal teams and customers.

Qualifications

What you’ll need:

Customer Focus: Demonstrates a strong commitment to customer service, striving to resolve issues swiftly and effectively.
Technical Aptitude: Possesses a solid understanding of operating systems, networks, SQL, and observability tools such as Datadog, Grafana, ElasticSearch, and Kibana, along with a keen willingness to learn and adapt to new technologies rapidly.
Problem-Solving Skills: A logical thinker capable of analyzing issues and identifying root causes with precision.
Communication Skills: Skilled in articulating technical concepts clearly and succinctly to both technical and non-technical audiences, with strong written and verbal communication skills in English.
Incident Management: Capable of assessing customer impact and managing incidents by coordinating across multiple teams to drive quick and effective resolutions.

Qualifications:

3 – 5 year of experience as Software Engineer, Systems Administrator or Technical Product Support in Enterprise Platforms
Ability to use observability tools such as Datadog, Grafana, ElasticSearch, and Kibana, as well as cloud services like AWS
Good command in English both spoken and written

Nice to have:

Experience with coding at least one language (Bash, Python, PowerShell, etc.)
Experience with automation CI/CD tools (Jenkins, Ansible, Terraform)
Knowledge of deployment models
Knowledge of IT service management (ITSM) – Incident management, problem management, change management
Experience in agile methodology with Confluence, Jira, or other similar task management

Submit your application

We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.

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