Mô tả công việc
Job Summary
We are looking for a Technical Support Manager who combines strong hands-on technical expertise with team management capability.
This is a hands-on technical management role (not purely operational), requiring the ability to troubleshoot complex issues, understand system architecture, and work closely with Engineering teams (Dev/QA/Product). You will act as a key bridge between Engineering, Product, and Customer teams to ensure system stability and excellent customer experience.
Key Responsibilities
1. Technical Leadership (Core Focus)
• Lead investigation and resolution of complex technical issues (L2/L3 support)
• Perform root cause analysis (RCA) and drive long-term solutions
• Work closely with Engineering teams (Dev, QA, Product) on bug fixing, enhancements, and releases
• Analyze incidents and provide recommendations to improve system performance and product quality
2. Team Management & Development
• Manage, coach, and develop a team of Technical Support Engineers
• Provide hands-on technical guidance and mentorship on complex cases
• Ensure team performance meets SLA, quality, and productivity targets
3. Cross-functional Collaboration
• Act as a technical bridge between Engineering, Product, and Customer-facing teams
• Translate business issues into technical insights and actionable solutions
• Coordinate with global teams to ensure timely issue resolution
4. Process & Performance Optimization
• Monitor and improve support KPIs (SLA, CSAT, resolution time, backlog)
• Optimize support processes, workflows, and knowledge base
• Drive continuous improvement initiatives to enhance customer experience
Yêu cầu
Technical Requirements (Must-have)
• Strong experience in Application Support / Technical Support (L2/L3)
• Hands-on experience in troubleshooting, debugging, and log analysis is required
• Solid understanding of:
o API (REST), system integration
o SQL / database querying
• Experience working in SaaS / Cloud environments (AWS or similar)
• Ability to work closely with Engineering teams (Dev, QA) and understand technical workflows
Management & Leadership
• Proven experience in team management or technical leadership
• Strong coaching, mentoring, and team development skills
• Ability to manage multiple priorities, escalations, and stakeholders
Soft Skills
• Strong analytical thinking and problem-solving skills
• Good communication skills in English
• Ability to work in a fast-paced, cross-functional, global environment
Why Join Us
• Work on SaaS products and large-scale systems
• Collaborate directly with global Engineering teams
• Opportunity to grow in both technical and leadership career paths
• Competitive salary and performance-based rewards
Quyền lợi
Chăm sóc sức khoẻ
Comprehensive private insurance (health, accident, life)
Annual health check-up (including advanced screenings)
Mental health support (EAP, 24/7 counseling, wellbeing programs)
Nghỉ phép có lương
21-26 annual leave days + birthday leave + sick leave
Additional leave: parental, wellbeing, compassionate, volunteering, etc.
Đào tạo
Access to global learning & development programs
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Thông tin khác
NGÀY ĐĂNG
29/04/2026
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Công Nghệ Thông Tin/Viễn Thông > Quản Lý Công Nghệ Thông Tin
KỸ NĂNG
Application support (L2/L3), ITSM, Incident Management, Troubleshooting & Debugging, API & Auth: REST API, JWT, SaaS
LĨNH VỰC
Phần Mềm CNTT/Dịch vụ Phần mềm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
Không yêu cầu
QUỐC TỊCH
Không hiển thị
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Thông tin chung
Nơi làm việc
- Phòng 5.1, 5.2, 5.3, Tầng 5, số 02 Đường Thi Sách, Phường Sài Gòn, TP Hồ Chí Minh, Việt Nam
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 06/06/2026
