Support Engineer

**What we do**

**About Coda Technology**

At Coda, we operate a high-volume payments and e-commerce business, and we’re expanding rapidly. We need to build high-scale, distributed systems that can gracefully handle massive spikes in traffic. We also have an ambitious feature roadmap, so using state of the art tools to automate our development lifecycle is crucial to moving fast. We believe in autonomous teams, and we use modern technologies and the latest in cloud infrastructure.

Most importantly, we hire great people and empower them to drive Coda’s technology and products forward. We believe that the best ideas can come from everyone, so we encourage taking ownership and maintain a culture of servant leadership that allows engineers to drive features.

**Working at Coda**

Life at Coda is fast-paced, challenging, and fun. As a rapidly growing global company, we’re always looking to step up and adapt to changes quickly; there is never a dull day at Coda.

We make things happen in the most impactful and effective manner. If you are always eager to initiate new ideas, hungry to contribute more, derive satisfaction from team wins rather than individual ones, and value integrity, you will fit perfectly into the Coda team

**About the Role**

We are looking for a Support Engineer to lead our newly formed Support Team and support our growing numbers of publishers. You will operate as Level 1 support with our publishers across the globe and work directly with our publishers and their technical teams. You will create an impact by improving their ability to accept payments and further grow our businesses together. You will also have the opportunity to work closely with internal teams such as Publishers Partnership, Product, Engineering and Customer Support.

**Our Plans**

We are expanding our Support Engineering team. One of our company’s core values is “We are laser-focused on our customers’ needs” and we are constantly improving the outstanding quality of support that we provide to our publishers. Our main objective is to grow and nurture our team who will be responsible for all of our publishers' ever-growing needs.

**Responsibilities**:

- Take ownership of the Support team comprising of Support Engineers and Support Specialists
- Develop and coach the Support team to thrive in their roles and gain effective knowledge in processes, procedures and systems
- Develop and refine processes and documentation used by the Support Engineer team
- Ensure that the team is well resourced and has the necessary tools to deliver high-quality services to publishers
- Improve scalability and consistency of the Support team
- Act as a consultant and offer solutions to publishers
- Escalate bugs, features, suggestions that our publishers are having/suggesting to our internal teams
- Any other relevant tasks as required

**Requirements**:

- 3 years of experience or more as technical support lead or similar role
- Able to multitask and work under pressure in a fast-paced, dynamic environment
- Experience in handling complex technical incidents and resolution.
- Very knowledgeable in API and Web Services
- Very knowledgeable in using the following tools: SQL, Postman, AWS dashboard, Kibana and Jira
- Experience in writing scripts or coding in Java, Javascript or Python
- Motivated to learn new skills and technologies
- Responsible, critical thinker and a problem solver
- Good time management and communication skills
- Able to be on call if required
- Able to speak and write fluent English and Mandarin to support our Mandarin-speaking publishers independently

We are an equal opportunity employer and do not discriminate based on gender, race, age, religion, disability, or other local protected class. We are committed to cultivating an inclusive environment for all employees, and we welcome the diversity that you will bring