Tech Support Specialist

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make an impact happen with a career at TikTok.

About the team
The Technical Infrastructure team, based in Singapore, supports many of the organisation's products and core business lines, serving hundreds of millions of users every day. We actively embrace open source and innovative software/hardware architecture, building a series of infrastructures to ensure the best R&D practices and enable the overall development of the company.

**Responsibilities**:
1. Support in-house built-platforms like HDFS, Yarn, Flink, Spart etc; TSS will act as front line engineers to respond to internal users tickets; troubleshoot issues users encounter when they are using the internal developer tools, or answer any function or consultancy questions through the internal ticketing system.
2. Act as support escalation point for SG engineering group; Tech Support Specialist will act as Escalation point when any major issue is found by SG engineering group on the Dev tools they use. The issue may be but not limited to major incidents, known issues, feature requests or feature enhancement. TSS will be responsible for collaborating with local or other regional support or PM/RDs to drive this issue to closure.
3. Responsible for driving the global support metrics. As a member of Infra global support team, TSS will be responsible for the local support metrics like SLA, Csat; They will be responsible for collaborating with other internal ticket handling teams like NOC, SREs to ensure the support metrics are meeting global objectives.
4. TSS may also take other technical support related assignments like user training or internal knowledge transfer session to ensure both users and team members have good knowledge of the platform they support.

**Qualifications**:
1. Bachelor’s Degree in IT related field (e.g. Information Systems, IT Management, Systems Engineering, Computer Science), or equivalent experience
2. 3+ years of experience as a Support Engineer
3. Experience as Software development engineer for one or more years is preferred.
4. Excellent verbal and written communication skills
5. Strong debugging/troubleshooting in K8S.
6. Ability to solve complex problems independently.
7. Strong understanding of support processes - SLA, handling tickets, monitoring, processes and metrics.
8. Proven ability to write scripts and automation (using Python/Java).
9. Understanding of the complete deployment life cycle from design, build, test, deploy

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.