Customer Service Engineer

1 week ago


Central And Western District, Hong Kong SAR China Zeal Holdings Limited Full time
Overview of the Role
This is an exciting opportunity to join a dynamic team as a Customer Service Engineer. You will be responsible for ensuring support across various departments, including key stakeholders Customer Service, Product, Engineering, IT and others. This role requires excellent technical skills, problem-solving abilities, and strong communication skills.

Responsibilities
* Develop in-depth knowledge of ZEAL products, their capabilities, and how ZEAL systems integrate with them.
* Collaborate with teams across ZEAL to build this understanding.
* Manage incident and problem management activities from start to end.
* Provide prompt and effective responses to customer inquiries via Jira support queues and Teams assistance.
* Analyze and troubleshoot user-reported problems, working closely with engineering teams.
* Ensure system availability and functionality in line with SLAs, assist with server-level upgrades and patches, and participate in disaster recovery exercises.
* Document knowledge and track trends in user-reported issues to enable global team effectiveness.

Qualifications
* Minimum 3 years' experience in technical support, preferably in a similar role.
* Familiarity with tools like Kibana, Grafana, PagerDuty, and Unix/Linux environments as well as general support.
* Strong analytical and problem-solving skills, with proficiency in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB).
* Basic programming skills in languages like Python, C#, or Java (not required for a developer role).
* Excellent communication and interpersonal skills, with ability to work effectively in a fast-paced environment.
* Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
* Fluency in English and Mandarin language skills.

Benefits
* Life insurance
* Medical coverage
* Optical coverage
* Meal allowance
* Travel allowance
* Health and fitness subsidy
* Long service rewards
* Staff referral bonus program

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