Job Summary: The Senior Technical Support Engineer will play a crucial role in handling technical issues reported by Users, the Customer Support team. This role involves providing senior-level technical support, troubleshooting complex issues, and ensuring high customer satisfaction. The ideal candidate will have strong technical skills, excellent problem-solving abilities.

Responsibilities:

• Technical Support: Provide advanced technical support for escalated issues, ensuring timely and effective resolution.
• Issue Analysis: Analyze and categorize incoming technical issues, determining root causes and implementing solutions.
• Incident Management: Manage high-priority incidents (P0/P1) following established incident handling procedures, coordinating with relevant teams to ensure prompt resolution.
• Customer Communication: Communicate with Customer Support to understand and resolve issues.
• Documentation: Create and maintain detailed documentation of incidents, troubleshooting steps, and resolutions in the knowledge base.
• Collaboration: Work closely with development teams (Squad/Scrum teams) to escalate and resolve issues that require code changes or deeper investigation.
• Continuous Improvement: Identify opportunities to improve processes, tools, and systems to enhance the efficiency and effectiveness of the Technical Support team.
• Feedback: Provide feedback to the product and engineering teams on recurring issues and potential areas for improvement.
• Monitoring and Reporting: Monitor system performance and incident trends, generating reports to inform management and drive decision-making.

Requirements:

• Experience: 3+ years of experience in technical support, with at least 1 years in a senior or lead role, preferably in ride-hailing platform.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
• Technical Skills: Proficiency in troubleshooting and supporting web and mobile applications, understanding of cloud services (AWS, Azure, etc.), and familiarity with Jira or similar ticketing systems.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Communication: Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical stakeholders.
• Customer Focus: A strong customer service orientation, with a commitment to ensuring high customer satisfaction.
• Team Player: Ability to work effectively in a collaborative team environment, demonstrating a proactive and positive attitude.
• Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple responsibilities simultaneously.