Technical Support Engineer

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

📋 Description

• Address intricate technical challenges in both production and non-production settings.

• Take ownership of and resolve customer cases originating from a global support queue.

• Deliver clear and timely updates while proactively managing customer expectations.

• Collaborate effectively with engineering, product, and support teams.

• Utilize Knowledge-Centred Support (KCS) methodology to document solutions.

• Create, publish, and continually enhance knowledge base articles.

• Articulate complex technical concepts to both technical and non-technical audiences.

• Engage in product testing, including new releases.

• Enhance customer-facing documentation in Wiki and Zendesk.

• Organize workload and priorities in accordance with team goals.

• Continuously broaden expertise related to the Trustonic SaaS platform.

⛳️ Requirements

• Proven years of relevant technical support experience.

• Familiarity with support tools such as JIRA and Zendesk is preferred.

• Proficient in English (both written and spoken).

• Capability to clearly explain complex technical subjects.

• Knowledge of SQL databases.

• Experience with Linux (SSH keys & certificates).

• Proficient in Git.

• Understanding of APIs.

• Basic scripting skills (BASH or Python).

• Working knowledge of AWS.

• Exposure to mobile technologies is highly advantageous.

• Bachelor’s Degree or equivalent experience.

• Flexible and open to change.

• Results-driven and able to take initiative.

• Organized and decisive, with strong prioritization skills.

• Technically confident.

• Growth-oriented and open to feedback.

• Clear and effective communicator.

• Collaborative team player.

• Ethical and accountable in actions.

🏝️ Benefits

• Competitive compensation package.

• A base salary that reflects your expertise and contributions.

• Bonus scheme to share in our success.

• Private medical insurance from day one.

• Remote work options to suit your lifestyle.

• Open holiday policy with no cap on days off.

• Support for volunteering and causes that are important to you.

• Opportunities for professional development and career advancement.

• Interaction and exposure to global teams.

• Commitment to diversity, equity, and inclusion.

• A collaborative environment that values your voice and prioritizes your wellbeing.

• Chance to work on technology that fosters global economic inclusion.