[#2457] [US Market] L3 Technical Support Engineer / Technical Operations Lead

◦ Take ownership of complex technical issues escalated from L1/L2, perform advanced troubleshooting, identify root causes, and propose effective solutions.
◦ Analyze technical situations across different areas, including software development, testing, infrastructure, DevOps, networking, databases, and system operations.
◦ Provide technical guidance and investigation directions to L1/L2, helping them resolve issues beyond their current capabilities.
◦ Act as the senior technical focal point for the Vietnam Operation team (L1/L2/L3), supporting technical discussions, knowledge sharing, and operational improvements.
◦ Work directly with customers as the primary technical contact, leading technical discussions, explaining incidents and solutions, and building customer trust.
◦ Coordinate with cross◦ functional teams in the US, including Development, QA, and other relevant teams, to investigate and resolve complex technical issues.
◦ Provide technical recommendations and facilitate collaboration between the Vietnam Operation team and US◦ based teams to ensure effective issue resolution.
◦ Identify recurring incidents, drive Root Cause Analysis (RCA), and propose preventive measures to reduce incident recurrence.
◦ Proactively improve service quality through automation, monitoring and alerting, operational procedures, runbooks, and escalation processes.
◦ Work closely with the L2 Team Leader to improve operational efficiency and the overall quality of service delivery.
◦ Support urgent incidents outside regular working hours when necessary.