Product Support Engineer

Brief
We are looking for Product Support Engineer, who can provide 2nd line support to on-going operations of our products

Responsibilities
Works with layer 1 support team to provide product support and assistance to customers
Provides 2nd line support for operations, including troubleshooting, profiling and coordinating and following up with stakeholders to resolve complex technical issues
Provides product trainings to staffs and customers.
Works with development team in performance analysis of new products and enhancements
Prepares technical documentation, defines and maintains runbooks and support documentation
Monitors system/app health in production via dashboards
Categorizes types of issues and creates weekly report of support performance
Qualifications
Bachelor's degree or higher in an engineering field (Computer Science, Computer Engineering, or a related subject).
4+ year of working experience in IT field
Technical expertise: must have a deep understanding of the product as well as the processes behind it
Multitasking: handle technical issues from multiple customers at the same time, along with other responsibilities such as writing reports and participating in manufacturing or development
Ability to react to change quickly and be flexible with job duties
Ability to do complex SQL query is a plus
Good communication English


Key competencies:

Attention to detail
Customer orientation
Communication skills - verbal and written
Problem analysis and problem solving
Planning and organizing