Support Engineer

• Be a responsible party for day-to-day IT support and serve as a point of contact for internal customers regarding IT issues, requests, and queries majorly in above regional languages.
• Proactively monitor ticket queues, Chat and Phone to provide support to Red Hat associates.
• Perform core competencies of triage, assignment, request fulfillment, and issue remediation.
• Provide general IT support; troubleshoot IT-related problems.
• Adhere to established ticket handling procedures.
• Work within the ITSM system to ensure all tickets are responded to and updated per process for the benefit of the customer.
• Escalate unresolved calls to the next level support team following established protocols.
• Provide exceptional professional customer service to our internal Red Hat Associates in all interactions.
• Provide support for a far-ranging list of technologies including: Linux, Microsoft and Mac OS, Google productivity suite including Gmail, Calendar, Drive, Desk phones, mobile devices, WIFI etc.
• Support business meetings including Audio visual needs and conference room AV equipment.
• Work closely with your peers across the globe in ensuring the GES IT Support organization provides a consistent global support experience.
• Investigate problems and customer issues and find and develop solutions.
• Consult with peer engineers to promote creative solutions and improve customer satisfaction.
• Contribute to the IT knowledge management system.
• Maintain the IT knowledge management lifecycle (create, modify, and retire) following established process.

Associate IT Support Engineer/Helpdesk, Mandarin/Japanese

• Provide support on system development initiatives
• Provide UI UAT testing support for system development initiatives, including SAT/OPUS development and product UATs
• Conduct User Acceptance Testing to validate system changes and ensure alignment with business requirements
• Monitor campaign fulfillment to enhance customer satisfaction, maintain brand reputation, and optimize operational efficiency

Executive, UAT & Systems Support Analyst – Contract

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
• Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
• Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
• Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
• Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
• Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
• Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
• Make prioritization and escalation decisions independently during regional business hours
• Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
• Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

Senior Technical Support Engineer

• Develop new features and optimize existing code for VyOS, ensuring efficient and maintainable implementations
• Collaborate with developers to review and validate code changes, test feature implementations, and provide feedback on bugs, optimizations, and feature proposals
• Create technical content, including solution briefs, datasheets, and graphical materials, tailored to address specific networking use cases and technical requirements
• Design, deploy, and configure network infrastructures using VyOS and other networking equipment to meet project objectives and performance standards
• Design and deploy PoC scenarios using VyOS, documenting configuration setups, performance benchmarks, and solution viability for customer-specific requirements
• Diagnose and resolve network performance, security, and connectivity issues, utilizing advanced debugging and analysis tools
• Investigate escalated technical issues, conduct root cause analysis, and deliver reproducible solutions or detailed technical reports for development resolution
• Conduct functional, performance, and regression testing for VyOS features and fixes, creating and maintaining detailed test documentation
• Develop and manage automated test frameworks for repetitive test cases, enhancing testing accuracy and efficiency
• Enhance testing methodologies by introducing advanced tools and frameworks to optimize validation processes and outcomes
• Conduct interoperability testing with third-party systems to ensure seamless integration of VyOS into diverse networking environments
• Maintain a centralized knowledge base with detailed, technically accurate articles and solution documentation to support internal and external stakeholders

Network Support Engineer

• Serve as the primary onsite engineering interface for enabler and customer validation and qualification engagements.
• Build and sustain trusted relationships to ensure specification and test requirements are clearly understood and met.
• Align Micron test strategies and plans with joint validation expectations from key enablers and customers.
• Proactively identify and drive improvements to Micron customer validation and qualification processes.
• Develop and deliver technical content for customer‑facing and internal presentations.
• Partner across teams to identify, assess, and mitigate customer validation and qualification risks.
• Support enabler and customer sample bring‑up, ensuring delivered solutions meet defined expectations and requirements.
• Lead technical debug and root cause analysis efforts, providing clear, timely communication to stakeholders and customers.
• Create and maintain customer validation reports and shared documentation repositories.
• Educate Micron development and validation teams on customer qualification processes and critical customer requirements.
• Communicate issues, risks, and insights to engineering, planning, and marketing teams to enable informed decision‑making.
• Coordinate and facilitate technical meetings, including status updates, issue reviews, and resolution discussions.

Partner Lab Support Engineer

• Provides support in the performance and daily activities of the department
• Analyzes quality data and prepares reports for internal teams and external customers
• Ensures that the processes comply with specifications required by customers and local requirements
• Provides support in order to optimize processes and reduce costs
• Monitors product yields, process (yield) and scrap rate (scrap) or other quality indicators
• Participates in the activities of PFMEA analysis and elaboration of Control Plan
• Assesses and updates working instructions for specific products

Technical Analyst, Operations Quality

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
• Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Technical Support Representative, Mandarin Speaking

Technical Support Representative, Japanese Speaking

• Lead the analysis, resolution, and root cause investigation of critical system issues
• Oversee enhancements and support for life insurance Policy administration system
• Manage stakeholder relationships, ensuring alignment between business goals and technical deliverables
• Guide cross-functional teams through requirement gathering, solution design, development, testing, and deployment
• Conduct and review unit testing, ensuring high standards of code quality
• Document technical processes and provide user support across the software development lifecycle
• Build, mentor, and lead a high-performing technical team

Senior Technical Analyst – Lead

• Responsible for software development, unit testing and technical support
• Participate in the requirement session, involve in design, development, testing and technical support
• Ensure code quality and conduct eligible software testing and review the results
• Possess strong technical skills and problem-solving ability

Senior Technical Analyst

• Results-driven Software engineer with a minimum of 5 years in the life insurance domain, specializing in application support, system enhancements, and client-driven solutions.
• Proven track record in resolving critical system issues.
• Performing root cause analysis and ensuring financial integrity across insurance policy systems.
• Adept at collaborating with cross-functional teams and clients to deliver tailored business enhancements and technical solutions.
• Experienced in end-to-end software development lifecycle (SDLC), user support, debugging, UAT, and documentation.
• Responsible for software development, unit testing and technical support.
• Participate in the requirement session, involve in design, development, testing and technical support.
• Ensure code quality and conduct eligible software testing and review the results.
• Possess strong technical skills and problem-solving ability.

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