794 Support Engineer jobs in Vietnam
Customer Support Engineer
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Senior Customer Support Engineer
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Lead Customer Support Engineer
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Senior Customer Support Engineer
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- Providing expert-level technical support for our product suite via phone, email, and ticketing systems.
- Troubleshooting and diagnosing complex hardware and software issues.
- Escalating and coordinating with engineering teams for critical or unresolved issues.
- Developing and maintaining comprehensive technical documentation, FAQs, and knowledge base articles.
- Training and mentoring junior support staff to enhance their technical skills and product knowledge.
- Analyzing customer feedback and identifying areas for product improvement.
- Contributing to the development and implementation of new support strategies and tools.
- Managing customer relationships and ensuring timely resolution of all support requests.
- Participating in product testing and providing feedback to the development team.
- Representing the company professionally and demonstrating a commitment to customer success.
The successful candidate will have a proven track record in technical support, preferably within the technology sector. A strong understanding of operating systems, networking concepts, and common software applications is required. Excellent communication, interpersonal, and active listening skills are paramount. You must be able to explain technical concepts clearly to non-technical users and remain calm and efficient under pressure. A proactive approach to identifying and resolving potential issues before they impact customers is highly desired. This is an excellent opportunity to build your career in a supportive and innovative environment, directly impacting customer experience in Vung Tau, Ba Ria–Vung Tau, VN .
Location: This position is based in our office located in Vung Tau, Ba Ria–Vung Tau, VN .
Technical Support Engineer
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Technical Support Engineer
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Key Responsibilities:
- Provide first-level technical support to customers via email, chat, and phone.
- Diagnose and troubleshoot software issues, providing clear and concise solutions.
- Escalate complex technical problems to senior support staff or development teams when necessary.
- Document customer interactions, issues, and resolutions accurately in the ticketing system.
- Create and update knowledge base articles and FAQs to assist customers and internal teams.
- Assist in testing new software releases and providing feedback.
- Identify trends in customer issues and report them to the product development team.
- Ensure customer satisfaction by resolving issues efficiently and professionally.
- Maintain a high level of product knowledge and technical expertise.
- Collaborate with team members to share knowledge and best practices.
- Participate in training sessions to stay updated on product updates and new features.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 2 years of experience in technical support or customer service in the IT industry.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with troubleshooting network connectivity and hardware issues.
- Excellent written and verbal communication skills.
- Proficiency in using customer support software and ticketing systems (e.g., Zendesk, ServiceNow).
- Patience, empathy, and a strong customer-centric approach.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proactive problem-solver with a keen eye for detail.
- Ability to work independently and as part of a remote team.
Technical Support Engineer
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Technical Support Engineer
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Responsibilities:
- Provide technical support to customers via phone, email, and chat.
- Troubleshoot and diagnose hardware and software issues.
- Guide users through step-by-step solutions to resolve technical problems.
- Escalate complex issues to senior support staff or development teams when necessary.
- Document all support interactions and resolutions accurately.
- Create and maintain technical documentation, knowledge base articles, and FAQs.
- Identify trends in customer issues and provide feedback to product development teams.
- Assist with the installation, configuration, and maintenance of software applications.
- Provide remote assistance and screen sharing support to users.
- Educate customers on product features and best practices.
- Contribute to improving support processes and customer satisfaction.
Qualifications:- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
- Strong understanding of operating systems (Windows, macOS, Linux).
- Familiarity with network protocols and troubleshooting.
- Experience with remote support tools and ticketing systems.
- Excellent problem-solving and diagnostic skills.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts to non-technical users.
- Self-motivated and able to work independently in a remote environment.
- Proactive attitude towards learning new technologies.
Technical Support Engineer
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- KMS Technology focuses on custom software development and a wide variety of consulting services
- KMS Healthcare specialises in the healthcare industry, provides a unique blend of consultative healthcare technology solutions backed by the power of full lifecycle development support
- KMS Solutions serves the Asia Pacific region, bringing the world's innovative technologies to help organizations achieve their business goals through world-class digital capabilities and fit-for-purpose solutions
Besides providing services, KMS builds and successfully launches its own software companies through its internal startup incubator, KMS Labs. The most notable companies with millions of users worldwide include QASymphony, Kobiton, Katalon, Grove, and Visily.
KMS is committed to providing tangible contributions and long-lasting impacts to the communities through leveraging our IT expertise. The company has also been recognized by prestigious industry awards as a great workplace in Vietnam, Asia, and the U.S. for many years in a row.
**Responsibilities**:
- Taking exceptional troubleshooting skills such as deciphering technical software output logs, installation logs, database investigation, Windows/Mac/Linux troubleshooting and networking.
- Answering technical support calls, troubleshooting, bug reporting, testing newly developed software, collaborating cross-functionally on client issues and customizing software tools based on client needs.
**Qualifications**:
- Experienced Windows knowledge including Windows Servers, Workstations, and Active Directory
- Experienced Network infrastructure experience (e.g., switches, routers, firewalls)
- Experienced with Hyper-V, VMware, or other virtualisation platform troubleshooting and administration
- Working Knowledge of & experience with Mac/Linux Operating Systems
- Linux command line troubleshooting
- Working Knowledge of DNS, DHCP, AD, Group Policy
- Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
- SQL query writing skills
- System hardware troubleshooting experience
- Good command of English speaking and listening skills
- Good to have C# experience
**Benefits and Perks**:
**_ Perks You'll Enjoy_**
- Working in one of the Best Places to Work in Vietnam
- Building large-scale & global software products
- Working & growing with Passionate & Talented Team
- Diverse careers opportunities with IT Solutions & Consulting, Software Outsourcing, Software Product Development,.
- Attractive Salary and Benefits
- Performance appraisals every year
- Onsite opportunities: short-term and long-term assignments in North American (U.S, Canada), Europe, Asia.
- Flexible working time
- Various training on hot-trend technologies, best practices and soft skills
- Premium healthcare insurance for you and your loved ones
- Company trip, big annual year-end party every year, team building, etc.
- Fitness & sport activities: football, tennis, table-tennis, badminton, yoga, swimming
- Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,
- Free in-house entertainment facilities (foosball, ping pong, gym ), coffee, and snack (instant noodles, cookies, candies )
And much more, join us and let yourself explore other fantastic things!
Technical Support Engineer
Posted today
Job Viewed
Job Description
KMS was established in 2009 as a U.S.based software development & consulting company with development centers in Vietnam. Over 13 years of operation, we have been trusted globally for the superlative quality of software services, products, technology solutions and engineers' expertise.
- KMS Technology focuses on custom software development and a wide variety of consulting services
- KMS Healthcare specialises in the healthcare industry, provides a unique blend of consultative healthcare technology solutions backed by the power of full lifecycle development support
- KMS Solutions serves the Asia Pacific region, bringing the world's innovative technologies to help organizations achieve their business goals through world-class digital capabilities and fit-for-purpose solutions
Besides providing services, KMS builds and successfully launches its own software companies through its internal startup incubator, KMS Labs. The most notable companies with millions of users worldwide include QASymphony, Kobiton, Katalon, Grove, and Visily.
KMS is committed to providing tangible contributions and long-lasting impacts to the communities through leveraging our IT expertise. The company has also been recognized by prestigious industry awards as a great workplace in Vietnam, Asia, and the U.S. for many years in a row.
**Job Description**:
- Taking exceptional troubleshooting skills such as deciphering technical software output logs, installation logs, database investigation, Windows/Mac/Linux troubleshooting and networking.
- Answering technical support calls, troubleshooting, bug reporting, testing newly developed software, collaborating cross-functionally on client issues and customizing software tools based on client needs.
**Qualifications**:
- Experienced Windows knowledge including Windows Servers, Workstations, and Active Directory
- Experienced Network infrastructure experience (e.g., switches, routers, firewalls)
- Experienced with Hyper-V, VMware, or other virtualisation platform troubleshooting and administration
- Working Knowledge of & experience with Mac/Linux Operating Systems
- Linux command line troubleshooting
- Working Knowledge of DNS, DHCP, AD, Group Policy
- Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
- SQL query writing skills
- System hardware troubleshooting experience
- Good command of English speaking and listening skills
- Good to have C# experience
Additional Information
**_
Perks You'll Enjoy_**
- Working in one of the Best Places to Work in Vietnam
- Building large-scale & global software products
- Working & growing with Passionate & Talented Team
- Diverse careers opportunities with IT Solutions & Consulting, Software Outsourcing, Software Product Development,.
- Attractive Salary and Benefits
- Performance appraisals every year
- Onsite opportunities: short-term and long-term assignments in North American (U.S, Canada), Europe, Asia.
- Flexible working time
- Various training on hot-trend technologies, best practices and soft skills
- Premium healthcare insurance for you and your loved ones
- Company trip, big annual year-end party every year, team building, etc.
- Fitness & sport activities: football, tennis, table-tennis, badminton, yoga, swimming
- Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,
- Free in-house entertainment facilities (foosball, ping pong, gym ), coffee, and snack (instant noodles, cookies, candies )
And much more, join us and let yourself explore other fantastic things!