Application Support Level 2 .Net, Angular

A- Positon Overview

The ideal candidate will be responsible for ensuring the smooth functioning of our software applications by providing timely support to our clients and resolving technical issues as efficiently as possible. They will work closely with Level 1 support to ensure timely resolution of tickets and will escalate complex issues to the Level 3 support team. The candidate should be adept at troubleshooting and have a strong understanding of various software development technologies. Ensure prompt and efficient resolution of technical issues related to the application throughout 24 hours a day, 7 days a week

B- Role and Responsibilities

• Provide support for projects released on production, ensuring their uninterrupted and smooth operation during 24/7. Work 40 hours/week (have 2 flexible days off a week).
• Handle Level 1 support tickets during 24/7, including diagnosing, troubleshooting, and resolving issues within agreed service level agreements (SLAs).
• Monitor the performance and functionality of the product/system running, ensuring any anomalies or issues are addressed promptly during 24/7. Includes:
  • Data ETL pipelines
  • Background jobs/services
  • APM, Logging
  • etc
• Troubleshoot and resolve technical issues within the scope of Level 2 support expertise, providing comprehensive solutions to clients and stakeholders during 24/7.
• Collaborate closely with the Level 3 support team to escalate complex technical issues that require further analysis and investigation.
• Maintain thorough documentation of support activities, including issue resolution processes, for future reference and knowledge sharing.
• Communicate effectively with clients, stakeholders, and cross-functional teams to provide timely updates on issue resolution and product performance, especially during 24/7.
• Proactively identify opportunities for process improvement and contribute to the enhancement of support services and system performance during 24/7.

• Proven experience in providing application support at Level 2 in an IT software development environment.
• Strong understanding of software development lifecycle and methodologies.
• Proficiency in troubleshooting and resolving technical issues related to software applications and systems.
• Knowledge of the technology stack (e.g. .NET Core, Ionic, NodeJS, Angular) to support issue analysis.
• Excellent communication skills and the ability to collaborate effectively with cross-functional teams.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to work under pressure and manage multiple priorities within tight deadlines.
• Experience in documenting support activities and processes for future reference.
• Knowledge of ITIL framework and best practices in IT service management is a plus
• Good English communication skills

Salary Range & Benefits

Salary & Allowances

• Salary: negotiate
• Competitive income with 13th-month salary
• Annual leave: 12 days/year and other leaves/public holidays in accordance with the Labor Law of Vietnam.
• Periodic medical checkup, Health/Social Insurances. Especially, PIJCO Insurance after 10 months of employment.
• Be provided with high performance laptop and screen.

Career Growth

• Opportunity to experience a great workplace where young & world-class talents work together passionately.
• Very diverse offline and online seminars & workshop provided by company, supervisors, mentors and buddies.
• Clear and flexible career path.

Working Environment

• Working in a progressive and international environment.
• Complimentary snacks, fruits, drinks everyday.