Technical support engineer

Technical support engineer (IT background) 

About us:  

iTechwx was newly born in the summer of 2022 in Ho Chi Minh City, Vietnam.  Our office is located in Binh Thanh District, inside Opal Tower. Presently, we have over 400 employees based in HCM and will continue to expand throughout this year. As the first stop in SEA region, iTechwx encounters Vietnam, and particularly the city of Ho Chi Minh because of the richness in human resources, as well as the prospecting technology industries in this robust city. 

Responsibilities:  

• Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.  
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.  
• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.  
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness  
• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics. Product/Process Improvement  
• Provides feedback to improve products to more senior engineers or technical advisors.  
• Identifies potential defects and escalates to more senior engineers to resolve.  
• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.  
• Follows processes provided by the business.  
• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems. 

 Why us? 

• Competitive salary depending on experience (800 – 1200 USD) 
• 90% contribution of the gross salary to social insurance from the company side 
• 12 days of annual leave, 8 days of sick leave 
• Annual Heath Checkup 
• Annual Performance Review 
• For employees working night shift: PVI insurance and food provided (non-cash) 
• Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)