Technical Support Engineer (Microsoft product - English)

• Reviews issues and contacts customers to understand issues.
• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics.
• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Provides feedback on how to improve automated tools.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

• Bachelor’s in Computer Science, Engineering, or a related field

• Strong English proficiency (equivalent to IELTS 6.5+), with the ability to communicate confidently.

• Outstanding customer service skills, emphasizing empathy, patience, and active listening.

• Passion for technology and a desire to learn and grow within the IT industry.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Adaptability and flexibility to work in a fast-paced environment.

Working shift:

• Shift Availability: Willing to work any assigned shift within 6:00 AM – 10:00 PM (8 working hours + 1 break hour), as arranged by management.  

• Working day: 5 shifts per week, and 2 flexible days off. Willing to work during Tet and holidays assigned by the manager.

• The department head will communicate any changes to the shift or schedule