Technical Operations Engineer

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Conduct testing and certification for mobile devices

• Set up, configure, and manage customer accounts and OEM tenant configurations

• Carry out provisioning tasks and lifecycle updates for both new and existing customers

• Handle short, low-complexity customer service requests within established SLAs

• Adhere to operational checklists and runbooks to ensure precision and reduce rework

• Detect and report issues, deviations, or bottlenecks affecting operational efficiency

• Evaluate and implement automated workflows, scripts, and GenAI tools

• Assist in testing automation for ticket triaging and automated summaries

• Provide constructive feedback to the Technical Operations and Process Optimization teams

• Keep operational documentation and Standard Operating Procedures up to date

• Participate in Knowledge Centred Support practices by documenting and sharing insights

• Manage operational requests utilizing Zendesk and JIRA

• Accurately fulfill customer requests within the agreed SLAs

• Relay updates to customers and internal teams

• Work collaboratively with Technical Operations, Technical Support, and other teams to address issues and enhance the customer experience

⛳️ Requirements

• Experience in technical support, NOC, technical operations, device testing, provisioning, or a similar field

• Proven experience in a high-volume, fast-paced, and SLA-focused environment

• Familiarity with ticketing or service management tools such as Zendesk or JIRA

• Recent graduates or junior engineers with a solid technical foundation and eagerness to learn are encouraged to apply

• Basic knowledge of SaaS or cloud-based platforms

• Capability to accurately follow technical instructions, runbooks, and operational processes

• Strong attention to detail and a methodical approach to documentation

• Fundamental understanding of APIs

• Basic scripting skills in Bash and/or Python would be advantageous

• Knowledge of mobile technologies and mobile device testing is a plus

• Familiarity with KCS or other documentation methodologies would be beneficial

• Excellent communication skills with a customer-centric mindset

• Proficient in English, both written and spoken

• Technician or Technologist certification

• Bachelor’s Degree or equivalent experience

• Willingness to be flexible, including potential for extended hours or weekend work

🏝️ Benefits

• Bonus scheme to share in our success

• Private medical insurance from day one

• Remote working options to accommodate your lifestyle

• An open holiday policy with no upper limit

• Support for volunteering and causes that are important to you

• Opportunities for professional growth and career advancement

• Interaction and exposure to global teams

• Dedication to diversity, equity, and inclusion

• Collaborative environment where your input is valued and your wellbeing is prioritized

• Opportunity to work on technology that fosters global economic inclusion and positively impacts lives