Technical Support Engineer

Join Razer's global mission to revolutionise the way the world games as a Technical Support Engineer. You will monitor production systems, perform technical investigations, resolve complex issues, and support partner integration activities.

Key Responsibilities:

• Monitor and handle alerts on Slack, AWS dashboards, and monitoring tools to ensure system health and performance.
• Provide technical support and troubleshoot application, API, and integration-related issues for internal teams and external partners.
• Support partner integration activities by providing technical troubleshooting and issue investigation for application, API, and integration-related matters.
• Perform daily technical support activities, including issue investigation, log analysis, system validation, and service monitoring.
• Utilise analytical and problem-solving skills to diagnose and resolve technical issues.
• Perform log analysis, database verification, and API validation to assist in troubleshooting and issue resolution.
• Contribute to the expansion and updating of the technical support knowledge base, troubleshooting guides, and operational documentation.
• Address and resolve application issues in a timely manner based on severity and priority.
• Manage service disruptions and communicate effectively with internal teams and external partners.
• Escalate unresolved issues to the relevant teams and provide necessary investigation findings to facilitate resolution.
• Provide support to external partners as needed.

AI & Automation Responsibilities:

• Utilise AI-powered tools and technologies to support troubleshooting, technical research, and operational productivity.
• Leverage AI solutions to assist in log analysis, documentation generation, knowledge discovery, and issue investigation activities.
• Contribute ideas and initiatives to improve technical support processes through AI and automation.

Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• At least 2+ years of experience in Technical Support, Application Support, Software Support, or a related role.
• Good communication and interpersonal skills, proficient in both written and spoken English and Mandarin.
• Familiarity with software development technologies and concepts, including .NET Framework, .NET Core (ASP.NET Core MVC), Entity Framework Core/LINQ, JavaScript, and CSS.
• Excellent analytical and problem-solving abilities.
• Familiarity with API technologies, including Web API and RESTful services.
• Basic understanding of AWS services, including CloudWatch, Lambda, SQS, RDS, ElastiCache, SES, and ECS.
• Familiarity with database structures and SQL queries, including Microsoft SQL Server and MySQL.