About the company: Our client is a set of Web-Apps & APIs combined with real warehouses, taking care of customs clearance for thousands of parcels each day, bringing products from all over the world to Europe!
We are looking for a Technical Support Engineer experienced in Ruby and located in Kuala Lumpur to assist the team with their day-to-day use of the application. This role is based in Kuala Lumpur, Malaysia while working remotely with the Tech Support team in Berlin and with our clients’ operations in China, therefore both English and Chinese are required.
Responsibilities
- Work on Tier 2 support issues: investigate, troubleshoot, and triage complex production software/application/service issues and fulfill business support service requests
- Identify and escalate issues or root causes of systemic issues. Lead, facilitate, or participate in their resolution
- Create/maintain comprehensive support and process documentation
- Reproduce customer issues, isolate issues to their simplest reproducible case and report bugs to our developers
- Answer questions about the product’s capabilities
- Develop user-facing documentation
- Assist with the many API integrations that are part of the system; check request logs and pinpoint problematic cases.
Qualifications
- Experience in 2nd. Tier technical support, preferably with ticketing, bug tracking, incident management, and/or issue escalation in a team environment.
- Solid knowledge of SQL, specifically PostgreSQL
- Experience in Ruby (at least one year)
- Experience in Scripting in at least one of Perl, Python, Shell, etc… (work will mostly be in Ruby and SQL)
- Experience supporting web applications (Ruby on Rails, Heroku, Amazon S3, source control with Git)
- Strong analytical, troubleshooting and problem-solving skills
- Demonstrated skill and passion for operational excellence; customer orientation and ability to solve escalated issues to the satisfaction of all parties involved
- Exposure to working in an Agile environment
- Excellent English skills