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.
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