Job Description

:

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(TM) ( ) 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(TM) 's customers.

In this role, you will be the primary contact point who 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(TM), our cloud-based Universal Marketing platform.

You will be managing 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(TM) 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 manage a team of Technical Support engineers providing technical support for clients running enterprise applications and supporting critical production workloads. You would be expected to learn quickly and become knowledgeable about our Knorex XPO(TM) platform product, and ensure high quality technical support delivery to our customers.

• Handles, triage, resolve technical enquiries related to Knorex XPO(TM) platform as well as its integration with 3rd party systems.
• Communicate with our Customers / Customer Success Team to understand customers' requirements and translate it to Technical Support requests or Product Improvement / Product Feature request
• Respond and follow up with relevant parties to incorporate feedback and draw new insights.
• Review, triage, and escalate customer-reported bugs and feature requests
• Participate in customer meetings (presale, demo, onboarding) to support customer-facing teams when needed to facilitate with technical support and know-how of the platform.
• Look for avenues to recommend, or implement, new solutions or improvements to existing technical support tools, procedures, or processes
• Drive improvements in our support processes by tracking trends and reporting on key performance metrics
• Participate in our hiring processes for Technical Support Team
• Cultivate good relationship and foster excellent communication with other internal teams (Customer Success, Product Engineering)
• Manage/Supervise/Mentors to other team members. Provide product troubleshooting & workflow guidance and training to new hired / newbie's in the Technical Support team
• Participate in night shifts (permanent or roster basis) to support clients across the globe.

• At least 5+ years of work experience in Software Engineering or Technical Support, minimum 2 years managerial experience in customer support function.
• Strong experience with Web languages (Javascript, HTML, CSS, C, C++, Java, Javascript, Python)
• Strong experience troubleshooting web applications, APIs, REST calls
• Strong experience with Database technologies (SQL, MongoDB)
• Strong experience with Cloud (AWS / GCP), Linux
• Proven experience with SaaS, B2B, complex cloud-platform product environment
• Excellent troubleshooting, debugging, problem solving skills
• Excellent command of written and communication in English
• Ability to absorb complex technical concepts and communicate them to a non-technical audience
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Passionate and have good understanding and appreciation of the Web, digital media and advertising technology fields
• Strong commitment to quality customer service with strong interpersonal skills, initiative and prompt follow-through
• Resourceful, creative, and analytical in understanding customers' needs to deliver them satisfying solutions
• Able to work under pressure in a dynamic and fast-paced environment
• Possess good work ethic, attitude with good follow-through
• Good knowledge and interest in latest industry trends, technology solutions and best practices
• Demonstrated ability to coach and mentor other support engineers to grow their technical and troubleshooting skills
• Possess at least a Diploma in any field, preferably Computer Science or IT related.
• Preferred Experience/Qualifications:

• Competency in a technical skillset, such as programming, database systems, web troubleshooting.
• Prior knowledge / experience of digital advertising technologies and platforms is a strong plus.

• Ample opportunities to grow. You get to propose your own ideas and see it through
• Work with passionate, talented and driven colleagues who get things done!
• Opportunity to work cross-country and with variety of projects of different nature
• Challenging and exciting problems that await you to solve
• Competitive night shift allowance
• Comprehensive Health Insurance Coverage
• W3F (Work, Wellbeing, Welfare) Fund for courses, materials, personal health and wellbeing