Technical Support Engineer (Backend - Nightshift)

About Knorex

Established in 2010, Knorex is a cutting-edge advertising technology MNC with offices across USA, Australia, China, Singapore, Vietnam, India, Thailand and Malaysia. Knorex provides Precision Performance Marketing products and solutions to the world’s leading brands and media agencies. With its full-stack platform, Knorex XPO (Unify to Simplify - Knorex XPO - The Ultimate Universal Marketing Platform to Power Business Growth | ) supplies the technology platform to deliver the right marketing message to the right audience at the right moment and right place, underpinned by a multi-layered data-driven approach. Knorex XPO shields its customers from dealing with the complexity and fuss while delivering immersive, dynamic and personalized marketing experiences that connect with their users. Knorex also provides managed services to complement its offering.

Job brief

As a SaaS company that is undergoing hyper-scale growth, Knorex is seeking to hire qualified Technical Support Engineer to provide enterprise-level assistance to our Knorex XPO 's customers.

In this role, you will work with internal Customer Success team and Product Engineering team on the identification and resolution of technical issues, provide timely and accurate technical guidances and support for customers throughout their journey of using Knorex XPO, our cloud-based Universal Marketing platform.

You will be a member of a growing team of support engineers whose mission is to improve our support capabilities, capacity and provide world-class service to our customers. You will provide 1st-level and 2nd-level support on Knorex XPO platform and its components, as well as on its integration with other 3rd party systems.

As part of our continuous effort in delivering world-class support and experience for our clients 24 / 7 all over the world, you are also expected to participate in night shifts (on permanent or roster basis).

Key Responsibilities

You will research, diagnose, troubleshoot, and resolve technical issues in an accurate and timely manner. You will be responsible for working with different systems, softwares, cloud technologies and follow SLA / SOP to resolve or escalate unresolved issues to appropriate internal teams.

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Collaborate with our Product Engineering Teams to implement hot fixes and new features
• Follow SLA / SOP for proper escalation of unresolved issues to the appropriate internal teams
• Coordinating with Product Engineering, and Customer Success on outstanding tickets to ensure rapid resolution
• Provide prompt and accurate response to customers / customer success team
• Ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Participate in night shifts (permanent or roster basis) to support clients across the globe.
• This position reports to Technical Support Manager or equivalence.

Requirements

Benefits