About LINE MAN Wongnai
LINE MAN Wongnai is Thailands Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.
We are looking for an experienced Technical Support Specialist for our engineering team. Working in a fast-paced environment, you will bring your expertise and skills to tackle the challenges that impact millions of people on our journey to become the No.1 food platform in Thailand.
What youll Do:
- Provide Expert Level 2 Technical Support: Take ownership of complex technical issues, using advanced tools such as Grafana, ElasticSearch, and Kibana to diagnose and resolve problems.
- Lead Process Improvement Initiatives: Identify and address inefficiencies in the support process, develop SOPs, train Tier 1 support staff, and collaborate with the engineering team to implement long-term solutions.
- Collaborate with Teams: Act as a liaison between the support team and the engineering team, ensuring that critical issues are escalated and resolved quickly and that feedback is incorporated into product development.
- Manage Incidents: Step up as an Incident Manager when required, understanding the customer impact, coordinating with relevant teams, and ensuring that incidents are resolved with minimal disruption to customers.
- Contribute to Knowledge Base: Contribute to and refine technical documentation, creating comprehensive resources for both internal teams and customers.
What youll Need:
- Provide expert level 2 technical support for various LMWN products to customers and internal partners.
- Analyze issues from Customer Service (level 1), identify the root cause, lead the investigation and own the problem resolution.
- Escalate issues related to software defects to the software development team, working closely with product managers and engineers to ensure smooth problem investigation.
- Follow all policies and procedures for managing and raising customer issues to reduce resolution times by following the best practices and SLAs.
- Work with all stakeholders to enhance customers support experiences.
- Call out major, elusive, and recurrent issues that are impacting clients.
- Contribute product/technical troubleshooting knowledge-based articles for internal teams.
- Able to work shifts and on weekends including holidays (a rotation basis).
Preferred Qualifications:
- Proven experience in Application Support, DevOps, or SRE team.
- Logical problem solver who is self-motivated and a strong contributor within a team.
- Proactive, initiative, and willing to learn new things.
- Ability to work in a fast-paced environment and still be able to maintain quality of work.
- Solid understanding of operating systems, networks, and SQL (knowledge of any programming language is a plus).
- Familiar with troubleshooting and monitoring tools (Kibana, Grafana) are a plus.
- Experience with API Troubleshooting or API Support is a plus.
- Experience in a customer service environment and having outstanding Customer Service skills thorough knowledge of incident/problem/change processes.
- Experience with Food Delivery Business or POS would be an advantage.
- Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
- Good written and verbal communication skills in English.
- Ability to partner with business and technology stakeholders to successfully deliver projects or resolutions to customer concerns.
