Technical Support Engineer (Senior Level) - Techhub - Vietnam

***Team and Role Introduction:*** Lazada Techhub is seeking a skilled Technical Support Engineer to join our team. In this role, you will be responsible for providing top-tier technical support (20% workload) to business users across multiple countries and platforms, including e-commerce and logistics. Additionally, you will contribute to the development and improvement of our internal tools (80% workload), particularly the 911 Workstation - a web application designed to enhance ticket support efficiency using advanced techniques such as LLM-powered RAG (Retrieval Augmented Generation). ***Responsibilities:*** • Provide timely and effective resolution of technical issues via our internal ticket management system • Collaborate with cross-functional teams to address complex technical challenges • Manage tickets, update activities, and monitor ticket aging • Maintain comprehensive documentation and facilitate knowledge transfer for known issues • Actively participate in the design, development, and maintenance of the 911 workstation web application • Implement new features and integrate LLM-powered solutions to improve support efficiency • Contribute to code reviews and maintain high code quality standards • Continuously identify areas for process improvement and tool enhancement • Share best practices with team members to elevate the quality and efficiency of support services