Junior Technical Support Engineer
Application deadline:
06/11/2026
About This Job
Trách nhiệm chính
- Receive, verify and classify customer requests from the ticket portal, email and other approved support channels, and propose an initial priority.
- Keep status, owner, evidence and handling history updated on the ticket portal, monitor SLA/OLA, and elevate when there is a risk of breach.
- Reproduce the issue in the appropriate environment, and check user information, service status, input data and basic configuration.
- Review application logs, check API requests and responses, and run read-only SQL queries using approved tools and templates.
- Make a preliminary determination of the issue category: user operation, configuration, data input, integration, AI quality, application defect or infrastructure.
- Apply workarounds approved in the runbook, or escalated to Dev, QA, Infra, Product or partners when the issue is beyond L1/L1.5 scope, then follow up until the result is verified.
- Respond to customers in Vietnamese or English following department templates, and translate technical content into language that business users can easily understand.
- After the training period, take L1/L1.5 ownership of a product domain, including its runbooks, known issues and knowledge base.
Yêu cầu
- Degree in Information Technology, Computer Science, Software Engineering, Telecommunications or a related field, with 0–2 years of experience. Fresh graduates are welcome.
- Understanding of basic concepts: web application, client–server, API, database, log, and production/UAT/development environments.
- Ability to describe and analyze issues with clear, logical reasoning, and to read logs and technical data at a basic level.
- Basic knowledge of, or willingness to learn, SQL, Postman, JSON, Linux commands and browser developer tools. In-depth programming is not required.
- English at B1 - B2: able to read technical documentation and write emails and ticket updates.
Yêu cầu ưu tiên
- Experience in IT Support, Application Support, Technical Support, Helpdesk, Manual QA, System Operations, Product Operations, or Implementation Support.
- Experience with SQL, Postman or other API testing tools, and reading application logs.
- Experience with ticketing systems such as Jira, YouTrack, Zendesk, Freshdesk, or equivalent.
- Experience supporting enterprise customers.
- Domain knowledge of banking, insurance, or Contact Center, and of AI technologies such as LLM, Speech-to-Text, Voicebot, or Chatbot.
- Experience writing user guides or troubleshooting documentation.
Mức lương
- Competitive salary.
Phúc lợi
- Comprehensive social insurance package and premium health insurance.
- Annual performance review with promotion opportunities.
- Five-day workweek (Monday–Friday).
- Opportunity to work on cutting-edge AI technologies with talented engineers.
- International career development opportunities in Japan, the United States, and other global markets.
- A dynamic and collaborative working environment with exciting employee activities, including annual Company Trips, YEP, team building events, and sports activities.