Support Engineer - Bangkok, Bangkok, Thailand - Manatal Co

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Manatal is an HRTech software service (B2B SaaS) company headquartered in Bangkok, Thailand. Manatal is one of the fastest-growing start-ups in the region and is backed by Surge and Sequoia Capital. Manatal has a global presence and is trusted by thousands of businesses in over 135 countries.

Our goal is to transform the entire hiring process by making it simple, efficient, and enjoyable for recruiters, hiring managers, and candidates alike.

Our mission is to offer the best-in-class AI-powered technologies to empower small, medium, and large businesses in their staffing & recruitment transformation.

Role Overview

Customers are at the center of Manatal and so are you as our Support Engineer. You are the bridge between our Customer Success (CS) and Product/Engineering team to enhance the customer experience throughout their whole Manatal journey. For this, you will partner with our CS team and clients in over 130 countries to resolve their troubles & propose new ways to better leverage Manatal for their needs.

Responsibilities

• Partner with our Customer Support team on complex technical issues to provide the best support to our clients. Review and analyze the reported issue clearly and respond to the clients with clear next steps.
• Proactively triage technical issues raised by users or internal teams, investigate root causes, file detailed bug reports, and relentlessly drive resolution by coordinating with Engineering or resolving directly when possible.
• Maintain the security of client accounts by performing necessary verifications for new accounts and any suspicious activities, helping safeguard the platform and uphold partners trust in our security practices.
• Act as the main point of coordination with impacted clients during incidents, working closely with the on-call team and incident owner to drive resolution. Provide timely updates from the support perspective and ensure accurate information is captured and shared for post-incident activities such as postmortems and follow-ups.
• Support the Customer Success team by joining client calls to provide clients with recommendations on how to best leverage Manatal for their needs (e.g. API integrations, etc.)
• Liaise with the Product team for vetting incoming product requests by clients to ensure we continuously enhance Manatal based on deep customer understanding

Requirements

• Fluency in English (written and verbal)
• Experience working in a product or support role with a technical foundation
• Strong exposure to customers and managed independently customer calls for resolving complex technical issues or product questions
• Empathy for customers to understand their problems and translate them into engineering and product requests
• The ability to learn quickly and grow product knowledge steadily to best advise clients to leverage Manatal to the fullest
• Hands-on experience with debugging complex technical issues
• Experience with APIs (understanding how APIs work, understanding how to leverage API integrations for enhancing the customer's workflows)
• Experience with Databases (Postgres, MySQL, Microsoft SQL Server) for analyzing large datasets
• Experience working with Jira and Jira Service Desk for internal team communication

Nice to have

• Experience with Postman for debugging API-related issues
• Experience working with Intercom and Hubspot for client communication
• Experience with Mailgun & Sendgrid for troubleshooting emailing issues
• Familiarity with Python for data manipulation or automation (optional, but a strong plus)

Working with Manatal

• This role is based at our Bangkok office in the heart of the city center
• As a team of diverse cultures and nationalities, English language proficiency is required
• We enjoy collaborating in person and the team is working on-site

Why you'll enjoy working with Manatal

• Well-funded start-up backed by Surge & Sequoia
• Be part of one of the fastest-growing B2B SaaS start-ups in the region
• You will be collaborating with talented individuals in the industry
• Join a lively and highly international team
• Indulge in a challenging and innovative working culture
• Attractive medical healthcare plan
• Personal development allowance
• 2 weeks of work from anywhere per year
• Regular fun team-building activities
• Company trip
• Apply on our Careers Page

If you are a fit for this role and excited to join Manatal, please follow this link to apply: 

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Manatal Hiring
At Manatal, we are dedicated to building an intuitive AI-powered application tracking system to streamline and transform the entire hiring and recruitment process.
We are devoted to attracting the best talent worldwide to join our team and take pride in being an equal-opportunity workplace. We are committed to equal employment opportunities regardless of religion, race, ethnicity, ancestry, national origin, gender, gender identity, sex, sexual orientation, marital or parental status, disability, age, citizenship, or other class protected by applicable law.