Technical Support Engineer (6 months Contract)

Technical Support Engineer - Bangkok

We are currently seeking a Technical Support Engineer for our Bangkok office. The Technical Support Engineer is a customer-focused expert responsible for handling and resolving tier 3 & above support tickets. As our main nighttime (US) and daytime (TH) Support Engineer, the role requires a high degree of technical knowledge and the ability to work independently to triage issues. The position also focuses on implementing and finding ways to prevent customer issues through proactive support and monitoring.

This position is full time and based in our Bangkok office.

What You'll Do

• Demonstrate exceptional analytical, troubleshooting, and problem-solving expertise. • Research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams and external partners as necessary. • Manage system downtimes and identify the most optimal solution to reduce overall service outages for users. • Update user data based on support requests and act as a database management point-of-contact for our daytime operations. • Perform reporting tasks as needed for the support team, including recapping feedback, creating reports, and identifying actionable items. • Act as a liaison between the support team and the development squads. Assist support specialists to bring lower-level tickets to a timely resolution and act as a backup for all support tickets. • Work on administrator tasks within HubSpot CRM and identify ways to improve processes & workflows to increase customer satisfaction. • Communicate directly with customers about completed tickets and expected outcomes.

Skills You Bring

• 3+ years of professional experience in a technical support or software-adjacent role, including handling escalated (tier 3+) issues • Proven ability to research, troubleshoot, and resolve complex technical issues end-to-end, including system-level investigation, API/database inspection, and cross-team coordination • Expertise in front-end web technologies, e.g., HTML, JavaScript, and debugging across browsers (Chrome, Safari, etc.) • Experience with backend/database technologies, e.g., SQL, RDBMS, Node.js, REST APIs, MongoDB • Familiar with cloud platforms and Kubernetes • Understanding of system architecture and database management principles • Proven ability to liaise between support and development teams to prioritize and resolve issues across multiple squads • Strong customer-facing sense and empathy for end users • Experience backing up or mentoring support specialists and helping grow their technical capabilities • Comfortable working in fast-paced, iterative environments with evolving priorities • Intermediate/Advanced English skills