Technical Support Specialist

What you’ll Do:

• Advanced Investigation & Technical Enablement: Perform deep-dive analysis using Grafana/Observability tools and analyze application logic to identify root causes. Collaborate with Engineering/Product teams on precise bug identification and develop automation scripts/tools to reduce manual intervention.
• Cross-Functional Collaboration: Act as the primary technical point of contact for the Customer Experience (CX) team. Provide technical guidance, clarify complex issues, and ensure that critical feedback from customers is effectively communicated to Product and Engineering teams.
• Incident Management & Coordination: Lead and manage the End-to-End Incident lifecycle. Serve as a communication leader to coordinate cross-functional teams, provide regular status updates to stakeholders, and drive rapid resolution to minimize customer impact.
• Process Improvement & Initiatives: Identify operational bottlenecks and lead initiatives to refine support workflows. Ensure that support processes are scalable, automated where possible, and aligned with evolving business requirements.
• Knowledge Management: Develop and maintain comprehensive technical documentation and Knowledge Base resources. Ensure that complex system logic and troubleshooting steps are effectively documented for both technical teams and CX partners.

What you’ll Need: 

• Technical & Analytical Excellence: Strong foundational knowledge in OS, networks, and SQL with a proven ability to analyze application logic, system architectures, and diagnose complex problems effectively.
• Customer Centricity & Focus: A "Customer First" mindset with a dedication to empathizing with users, understanding pain points, and prioritizing tasks based on urgency and customer impact.
• Operational Efficiency: A proactive mindset toward automation and workflow optimization to enhance team productivity and overall service quality.
• Stakeholder Communication: Proficiency in Thai and English with the ability to articulate technical concepts clearly to both technical and non-technical stakeholders (e.g., CX and Engineering).
• Business Acumen & Domain Expertise: Understanding of the Merchant/POS ecosystem with a preferred background in the food delivery industry, restaurant operations, or order management systems.
• Resilience: Ability to perform in a high-pressure, fast-paced environment, including readiness for shift rotation (weekends and holidays).