Technical Support Engineer-VietnamCÔNG TY TNHH CHUYỂN PHÁT NHANH LAZADA VIỆT NAM

***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 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, 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