Technical Support Engineer

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

📋 Description

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

• Take ownership of and resolve client cases from a worldwide support queue.

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

• Work collaboratively with engineering, product, and support teams.

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

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

• Explain 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 develop expertise across 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).

• 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.

• Experience with mobile technologies is highly advantageous.

• Bachelor’s Degree or equivalent experience.

• Adaptable and open to change.

• Action-oriented and capable of taking ownership.

• Organized and decisive.

• Technically confident.

• Focused on growth.

• Clear communicator.

• Collaborative.

• Ethical and accountable.

🏝️ Benefits

• Competitive compensation.

• Bonus scheme to share in our success.

• Private medical insurance for you from day one.

• Remote working arrangements to support your lifestyle.

• Open holiday policy with no upper limit.

• Support for volunteering and causes that matter to you.

• Opportunities for professional development and career progression.

• Exposure and interaction with global teams.

• Commitment to diversity, equity, and inclusion.

• Collaborative environment where your voice is valued and your wellbeing is prioritized.