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Job Description

Roles & Responsibilities
Diagnose and resolve product issues escalated by customer support or operations team. Our operations are 24×6 so issues could be reported and require attention at any time.
Ensure that issues are properly understood and reproducible, identify workarounds if possible.
Debug at code & DB level to find root cause and work alongside developers to fix the issues.
Execute hotfix/patch releases when appropriate. Also assist in other product releases as needed.
Manage/triage the engineering support queue and ensure issues are resolved with the appropriate priority.
Work directly with customers and partners to resolve integration issues.
Build up extensive knowledge of our products and their complex business logic.
Continually improve and streamline the L3 support process.
3-6 years of software development experience in a product company, including at least 2 years of L3 support experience.
Strong debugging and troubleshooting skills.
Excellent written and verbal communication skills, comfortable in interacting with customers. Fluency of other South East Asian languages is a plus.
Hands-on experience in our tech stack or similar technologies.
Bachelor’s or Master’s degree in Computer Science or related field from a recognised university.
Tech Stack
Data storage: MariaDB, ElasticSearch, MongoDB
Data access, messaging: Hibernate, Hazelcast, Kafka
Server core: Java on Play, microservices, AKKA
Frontend: HTML5/AngularJS web apps, native Android apps
Infrastructure and deployment: AWS, Docker, Ansible

About Ninja Van

Ninja Van is on a mission to dominate last-mile delivery for eCommerce in South East Asia. We are one of the fastest growing startups in the region - founded in mid-2014, we have won over 3,000 merchants and delivering 15,000 parcels a day in four countries. In April 2016, barely 2 years old, we raised USD30 million to fund our rapid expansion.At our core we are a technology company that is disrupting a massive industry with cutting edge software and operational concepts. Driven by algorithm-based optimization, dynamic routing, end-to-end tracking and capacity balancing with partner fleets, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.We are on the lookout for world-class talent to fill our world-class engineering team. We want people who are passionate about creating software that makes a difference to the world. We like people who are brimming with ideas and who take initiative rather than wait to be told what to do. We prize team-first mentality, personal responsibility and tenacity to solve hard problems and meet deadlines. As part of a small team, you will have a very direct impact on the success of the company.
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