SOFTWARE ENGINEER/ TECHNICAL SUPPORT ENGINEER

JOB DESCRIPTION:

We are seeking a skilled and customer-focused Technical Support Engineer to join our team. In this role, you will be responsible for delivering exceptional technical support for our Frontline software solution, ensuring customer satisfaction and operational excellence.

Key Responsibilities:

- Provide first-line technical support for Frontline software, including installation, version upgrades, troubleshooting, and issue resolution.

- Act as the primary point of contact for customers, delivering timely and effective solutions while maintaining a high level of customer satisfaction.

- Document and escalate complex technical issues and feature requests to the R&D team for further investigation and resolution.

- Collaborate closely with regional Sales Managers to support business development and ensure seamless customer onboarding and retention.

- Partner with Product Management and Marketing teams to address escalated technical matters and contribute to product improvement initiatives.

- Maintain detailed records of customer interactions, technical issues, and resolutions in the support system.

JOB REQUIREMENTS:

Travel frequency:

- First 6 months to one year – foresee only required to travel to China for training for 2 weeks.

- Subsequently, travelling to SEA (Thailand, Malaysia, Singapore, Philippines), India – one trip every 2 months. Trip duration is about 1-2 weeks per trip. Depending on project, more trips may be expected.

- Reporting to manager who is based in China.

- Bachelor's /Master's Level Degree and related work experience of 3 -5 years. Background in PCB is preferred 

- Proven experience in technical support, software troubleshooting, or a related field.

- Strong understanding of software installation, configuration, and maintenance.

- Excellent communication and interpersonal skills with a customer-first mindset.

- Ability to work collaboratively across departments and manage multiple priorities.

- Familiarity with CAM / CAD solution or InPlan/InFlow.

- Willing to be based in Vietnam and frequently travel to other Southeast Asian countries to provide on-site technical support and customer service for regional customers as required by business needs.

JOB BENEFITS:

- International working environment

- Competitive package

- Full insurance contribution