Junior Technical Support Engineer (Intern)

Responsibilities:

• Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic.
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
• Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement.
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
• High responsibility in continuous improvement in service quality and efficiency.
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.

Requirements:

• Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered.
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
• Unix/Linux with shell scripting, etc.
• Databases experience (Oracle, MySQL).
• Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix.
• Understanding of software development methodologies and coding standards.
• Experience with software application debugging and troubleshooting.
• Familiar with technical support process and escalation management.
• Passionate with technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers, product manager and customers.
• BS/MS in Computer Science, Math or related scientific disciplines.
• Background in Software Development is a plus.
• Comfortable performing shift-work (eg. 8am-5pm, 10am-7pm from Monday to Friday, Tuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months.