Application Support Engineer

Position Overview: We are seeking a highly skilled and motivated Application Support Engineer. As an Application Support Engineer, you will be responsible for providing technical support and troubleshooting assistance to our clients, ensuring the smooth operation and optimal performance of our software applications. Your expertise will play a crucial role in maintaining high customer satisfaction and maximizing the value our clients derive from our solutions.

Responsibilities:

1. Application Support:
   • Provide timely and effective technical support to clients via various channels (e.g., phone, email, chat) regarding application functionality, configurations, and usage.
   • Diagnose and resolve software application issues by analyzing log files, debugging, and applying problem-solving techniques.
   • Collaborate with cross-functional teams, including developers, quality assurance, and product management, to investigate and resolve complex technical issues.
   • Ensure all client inquiries and support requests are accurately documented in the ticketing system, maintaining comprehensive records of actions taken and solutions provided.
   • Continuously enhance your knowledge of our products, keeping up-to-date with new features and functionalities, and proactively sharing insights with clients.
2. Troubleshooting and Issue Resolution:
   • Conduct thorough investigations of technical issues reported by clients, utilizing debugging tools, analyzing code, and applying sound troubleshooting methodologies.
   • Prioritize and manage multiple support cases simultaneously, effectively balancing urgency, severity, and client expectations.
   • Identify and escalate critical issues to the appropriate teams, ensuring prompt resolution and minimizing any potential impact on client operations.
   • Collaborate with development teams to reproduce, isolate, and resolve software defects and enhancement requests reported by clients.
   • Proactively monitor system performance and identify potential issues, proposing and implementing preventive measures to minimize downtime and disruptions.
3. Customer Relationship Management:
   • Build and maintain strong relationships with clients, acting as their trusted technical advisor.
   • Effectively communicate technical concepts and complex information to both technical and non-technical clients, ensuring clear understanding and satisfaction.
   • Collaborate with the sales and account management teams to identify opportunities for upselling and expansion of services based on client needs and feedback.
   • Contribute to the creation and maintenance of comprehensive technical documentation, including knowledge base articles, FAQs, and user guides, to facilitate self-service support for clients.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
• Proven experience as an Application Support Engineer or in a similar technical support role.
• Strong technical troubleshooting skills, with the ability to analyze and debug complex software applications.
• Proficiency in programming languages (e.g., Java, C#, Python) and experience working with databases (SQL, Oracle, etc.).
• Fluent in English, Thai, Japanese, and Chinese (both spoken and written).
• Familiarity with software development life cycle (SDLC) principles and methodologies.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to a diverse audience.
• Strong customer-oriented mindset, with a focus on delivering exceptional support and exceeding client expectations.
• Ability to work independently, take ownership of issues, and drive them to resolution.
• Detail-oriented and highly organized, with the ability to effectively manage multiple priorities in a fast-paced environment.
• Harvard University
• Python Language
• Problem-solving
• Located in Cairo, Egypt
• Mechanical Engineering
• Telecommunications Industry
• Microsoft, Apple, Amazon

We offer a competitive salary package, along with comprehensive benefits and opportunities for professional growth. If you are a passionate and dedicated Application Support Engineer with a drive for delivering exceptional customer support, and if you are fluent in English, Thai, Japanese, and Chinese, we invite you to join our team in Bangkok, Thailand and contribute to our clients' success.