Technical Support Agent
AlphaBatem Labs tuyển dụng vị trí Hỗ trợ Kỹ thuật làm việc full-time từ xa tại Việt Nam, hỗ trợ L1/L2 cho nền tảng SaaS và DeFi/DEX. Ứng viên sẽ phối hợp cùng đội phát triển trong nước và quốc tế, xử lý ticket, khắc phục sự cố và duy trì chất lượng hỗ trợ cao. Thời gian làm việc là ca xoay 6 ngày/tuần, 8 tiếng/ca vào buổi sáng sớm.
Yêu cầu chính: Có kinh nghiệm hỗ trợ kỹ thuật L1/L2, tiếng Anh viết tốt, thành thạo Freshdesk hoặc Zendesk, có khả năng xử lý tình huống và làm việc độc lập từ xa. Môi trường làm việc năng động, cơ hội tiếp cận công nghệ mới, có thể nghỉ 1 ngày/tuần và linh hoạt lịch làm việc.
Technical Support Agent (Remote, Vietnam)
Description:
We are hiring full-time a Technical Support Agent based in Vietnam to provide L1/L2 support for our SaaS and DeFi/DEX platforms. This role is remote, shift-based, and focused on ticket-driven support, working closely with our UK team, community managers, and Vietnam development team. You will handle incoming support tickets, perform diagnostics, escalate issues where required, and ensure a high-quality support experience across global time zones.
Key Responsibilities:
- Respond to user enquiries via Freshdesk/Zendesk within defined SLAs.
- Perform L1 troubleshooting (account issues, platform behavior, environment checks, basic technical errors).
- Escalate L2 issues to senior support or development teams with clear notes, steps to reproduce, and logs where applicable.
- Communicate with community managers to stay aligned on known issues, public communications, and user sentiment.
- Work with Vietnam-based developers for bug clarification, replication, and confirmation of fixes.
- Maintain accurate ticket notes and follow internal workflows for triage and priority.
- Contribute to internal documentation, FAQs, and support playbooks.
- Participate in daily shift handovers to ensure continuity across time zones.
Required Skills & Experience:
- Previous experience in an L1 or L2 support role (software, SaaS, IT, or tech environment).
- Strong written English for ticket responses, user communication, and escalation notes.
- Experience with Freshdesk, Zendesk, or similar ticketing systems.
- Ability to follow troubleshooting flows and gather essential diagnostic information.
- Comfortable using web-based dashboards, admin tools, or console/monitoring tools as required.
- Reliable remote working environment with stable connectivity.
- Able to work in rotating shifts, including nights (aligned with GMT/VN time overlap requirements).
Working Arrangement:
Remote, full-time (Vietnam-based).
3:00AM or 4:00AM - 11:00/12:00PM GMT+7 (8 hours shift).
6 days a week, 1 day off any day as scheduled every 2 weeks.
What Success Looks Like:
- Fast, accurate ticket responses with high customer satisfaction.
- Clean, well-documented escalations that allow devs to quickly diagnose issues.
- Strong communication with community and product teams.
- Consistent reliability during shifts and clear handovers.
Location: Vietnam
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