The Senior Product Support Developer supervises a team of product support developers, ensuring prompt and proficient resolution of customer issues and inquiries. This position involves offering technical guidance and assistance to team members, handling escalations, and collaborating with other departments to enhance customer satisfaction.

• Supervise the daily operations of the Product Support Team.
• Offer technical guidance and assistance to team members, including troubleshooting complex issues and devising solutions.
• Prioritise and manage customer escalations to ensure prompt resolution and enhance customer satisfaction.
• Collaborate with other teams, such as product development and quality assurance, to address recurring customer issues.
• Develop and implement processes and protocols to enhance the efficiency and effectiveness of the technical support team.
• Monitor and analyze support metrics and KPIs to pinpoint areas for enhancement and implement corrective measures.
• Serve as a primary contact for key customers, fostering strong relationships to comprehend their needs and deliver outstanding support.
• Engage in cross-functional projects and initiatives aimed at enhancing customer support processes and systems.
• Generate relevant support materials for the team.
• Escalate intricate issues and diligently follow up with the respective teams until ticket closure.
• Participate in training sessions for new products and disseminate relevant information and knowledge to the team.

• Minimum requirement of a Bachelor’s Degree or higher in Computational Science, Information Technology, or equivalent.
• Proficient in customer service, possessing strong communication skills to assist both internal and external customers effectively.
• Demonstrated capability in people management and leadership.
• Exceptional problem-solving abilities coupled with strong communication skills.
• Prior experience in technical support or customer service management roles.
• Familiarity with databases such as PostgreSQL, MYSQL, MongoDB, and web technologies including HTML, CSS, PHP, and ANGULAR.
• Availability for shift work to provide 24x7 support when necessary.
• At least 3 years of experience in Systems Support or Technical Support roles.
• Proven ability to manage time independently and meet deadlines.
• Adaptability to changing priorities and timelines through analytical and problem-solving skills.
• Knowledge of Zendesk and Clickup is advantageous.
• Proficiency in Mandarin and English languages.