Technical Support Engineer (6 months Contract)

Technical Support Engineer - Bangkok

We are currently seeking a Technical Support Engineer for our Bangkok office. The Technical Support Engineer is a customer-focused expert responsible for handling and resolving tier 3 & above support tickets. As our main nighttime (US) and daytime (TH) Support Engineer, the role requires a high degree of technical knowledge and the ability to work independently to triage issues. The position also focuses on implementing and finding ways to prevent customer issues through proactive support and monitoring.

This position is full time and based in our Bangkok office.

What You'll Do

• Demonstrate exceptional analytical, troubleshooting, and problem-solving expertise.
• Research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams and external partners as necessary.
• Manage system downtimes and identify the most optimal solution to reduce overall service outages for users.
• Update user data based on support requests and act as a database management point-of-contact for our daytime operations.
• Perform reporting tasks as needed for the support team, including recapping feedback, creating reports, and identifying actionable items.
• Act as a liaison between the support team and the development squads. Assist support specialists to bring lower-level tickets to a timely resolution and act as a backup for all support tickets.
• Work on administrator tasks within HubSpot CRM and identify ways to improve processes & workflows to increase customer satisfaction.
• Communicate directly with customers about completed tickets and expected outcomes.

Skills You Bring

• 3+ years of professional experience in a technical support or software-adjacent role, including handling escalated (tier 3+) issues.
• Proven ability to research, troubleshoot, and resolve complex technical issues end-to-end, including system-level investigation, API/database inspection, and cross-team coordination.
• Expertise in front-end web technologies, e.g., HTML, JavaScript, and debugging across browsers (Chrome, Safari, etc.).
• Experience with backend/database technologies, e.g., SQL, RDBMS, Node.js, REST APIs, MongoDB.
• Familiar with cloud platforms and Kubernetes.
• Understanding of system architecture and database management principles.
• Proven ability to liaise between support and development teams to prioritize and resolve issues across multiple squads.
• Strong customer-facing sense and empathy for end users.
• Experience backing up or mentoring support specialists and helping grow their technical capabilities.
• Comfortable working in fast-paced, iterative environments with evolving priorities.
• Intermediate/Advanced English skills.

Preferred Qualifications

• Previous experience using HubSpot CRM.
• Demonstrated knowledge of Datadog.
• Prior experience with MongoDB.
• Postman.
• Microsoft Clarity.
• Jira.
• MongoDB Atlas.
• Auth0.
• Github.
• Rootly.

Qualities You Practice

These encompass our guiding principles and startup culture competencies:

• Take full ownership and accountability: Drive resolution of customer issues with pride, urgency, and a "do what it takes" mentality.
• Collaborate with clarity, candor, and respect: Communicate openly and courageously, offer and receive feedback well, and build trust through transparency and reliable partnership.
• Strive for excellence while staying humble: Driven with a bias for action, hold a high bar, think critically, and continuously look to improve.
• Bring a versatile, proactive mindset: Adapt to evolving needs, anticipate challenges, take initiative, be resourceful, and embrace opportunities to achieve high-quality results.
• Innovate and learn fast: Experiment, learn from mistakes, and seek opportunities to introduce new methods or diverse ways of achieving results.
• Engage in healthy debate and commit as a team: Contribute ideas, challenge constructively, and align quickly for decisive action.

SpreeHours

RentSpree has teams in the US and Bangkok. Collaboration across that distance requires a shared window: Monday-Thursday, 7-9am ICT. How often you're in SpreeHours depends on your role, team, and projects. Any SpreeHours you work, you take back as flex time the same week. Outside of SpreeHours, your schedule is yours.