JobPurpose/Role

The operations team of Hexalite is a critical part of our success, and we are looking for the best people for the job because customer satisfaction is so important to us. The support developer addresses customer incidents and bugs on Hexalite solutions, both through incidents and proactively through systems and operational improvements. He troubleshoots technical problems and communicates to the customer following approved processes. He finds solutions to problems with the product and helps customers work through technical difficulties with our applications and platforms. The support engineer also contributes to implementation of software quality and stability improvements and improves operational systems including monitoring, logging, alerting, deployment and visualization.

Key Responsibilities

• Take ownership of reported issues and see them problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve system issues
• Proactively communicate with customers as required, by keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Escalate advanced and time sensitive issues on an as needed basis
• Perform rotating on-call after-hours responsibilities and answer incoming service phone calls or emails during this time
• Improve customer service, perception, and satisfaction
• Resolve assigned proactive and maintenance tasks
• Ensure the system stability and reliability by implementing ways to quickly detect and resolve issues (monitoring scripts, healthcheck/keep-alive, etc)

Further responsibilities

• Document internal processes and procedures related to duties and responsibilities
• Work in a team and communicate effectively
• Develop in-depth knowledge of Hexalite and how it relates to customer’s needs
• Responsible for entering time and expenses as it occurs
• Collaborate with development team on continuous improvements topics (API versioning, A/B testing mechanism, etc.)

Key Requirements/Skills/Experience

• Proven work experience as an Application/Middleware Technical Support Engineer or similar role
• Software development experience
• Bachelor’s degree in Information Technology, Computer Science or relevant field
• Excellent problem-solving and English communication skills, written and verbal
• Ability to provide step-by-step technical help
• Firm grasp of how software products works
• Ability to diagnose and troubleshoot technical issues
• Ability to multitask, prioritize, and learn quickly

Allianz Technology (Thailand) Co., Ltd. is the center of all IT developments for Allianz globally. Our team is loaded with young IT professionals, working in a multicultural, refreshing and innovative atmosphere to develop exciting new products and services for our international client base. Our dedicated employees take part in regular opportunities for on the job training and professional development, while taking the first step down an exciting and rewarding career path.

If you feel you have the passion and ambition to become a key member of a company that offers invaluable work experience in a diverse, multicultural environment, please contact us immediately. We look forward to discussing your career goals and future with you. Take a moment to send us a resume and introduce yourself to us at the email listed below.