- Provide second-level technical support via email, phone, ticketing system, and live chat
- Reproduce, isolate, and diagnose software issues (including search, indexing, integrations) in our SaaS product
- Escalate and track bugs, collaborating closely with Product and Engineering to drive timely fixes
- Author and maintain clear technical documentation, knowledge-base articles, and FAQs
- Deliver onboarding sessions and training materials for new and existing customers
- Monitor system health, logs, and performance metrics; proactively identify potential issues
- Participate in release rollouts, beta programs, and feature validation, gathering customer feedback
- Collaborate on support process improvements, including automations and self-service enhancements
- Bachelors degree in Computer Science, Engineering, or equivalent
- 2+ years in a technical support or support engineering role within a SaaS/B2B environment
- Strong SQL skills and experience with relational databases (PostgreSQL/MySQL)
- Familiarity with search technologies (OpenSearch/Elasticsearch) and basic vector-search concepts
- Hands-on experience with RESTful APIs (FastAPI or similar) and scripting (Python, Bash)
- Comfortable working with cloud platforms (AWS) and container technologies (Docker/Kubernetes)
- Excellent analytical and problem-solving skills, with keen attention to detail
- Strong written and verbal communication in English; additional languages (e.g., French, Arabic) a plus
- Ability to thrive in a fast-paced, collaborative startup environment
- Experience supporting AI/ML-driven or recommendation-engine products
- Familiarity with CI/CD pipelines, monitoring tools (Prometheus, Grafana)
- Basic frontend debugging skills (JavaScript, React)
- Competitive salary and annual performance bonus
- Comprehensive health insurance and wellness benefits
- Flexible hybrid working arrangement
- Learning & development budget for courses, conferences, and certifications
- A supportive, inclusive team culture with regular social and learning events
- Added line
- 401k contribution
- dental insurance
- health insurance
- 30 days paid time off
Account Manager - Bangkok, Thailand (Hybrid) - Production
คำอธิบาย
Position: Support Engineer
Location: Bangkok, Thailand (Hybrid)
About the Company
Manatal is a fast-growing HRTech SaaS company headquartered in Bangkok, trusted by thousands of businesses in over 135 countries. Were on a mission to simplify and transform the hiring process with best-in-class AI-powered recruitment tools.
Role Overview
As a Support Engineer, youll serve as the technical bridge between our Customer Success and Product/Engineering teams. Youll troubleshoot, diagnose, and resolve customer issues, contribute to product improvements, and help ensure every client gets the most value from Manatals platform.
Key Responsibilities
Qualifications
Preferred
What We Offer