Junior Technical Support Engineer

Mô tả công việc

About NamiTech

NamiTech is one of Vietnam's leading AI technology companies, backed by FPT Corporation and Thien Viet Investment Fund (TVS). We are committed to developing world-class AI products for both domestic and international markets. Our technology portfolio includes Voice AI, Speech Recognition, Voice Biometrics, Sentiment Analysis, Natural Language Processing (NLP), and other AI-powered solutions.

With a talented team and a culture of innovation, collaboration, and continuous learning, our mission is to build world-class AI products made in Vietnam and bring them to the global market.

Job Summary

The Junior Technical Support Engineer is responsible for receiving, performing initial investigation, handling and following up on technical support requests related to NamiTech's software products and AI solutions, including Voicebot, Chatbot, Agent Scoring, Agent Assist and Voice Biometrics. The position acts as the bridge between customers and the Dev, QA, Infra, Product and partner teams.

This is a technical role at L1/L1.5 level. In-depth programming or direct source code modification is not required, but the engineer must be able to analyze problems and verify data, logs and basic configuration before escalating to specialized technical teams.

Key Responsibilities

• Receive, verify and classify customer requests from the ticket portal, email and other approved support channels, and propose an initial priority.
• Keep status, owner, evidence and handling history updated on the ticket portal, monitor SLA/OLA, and escalate when there is a risk of breach.
• Reproduce the issue in the appropriate environment, and check user information, service status, input data and basic configuration.
• Review application logs, check API requests and responses, and run read-only SQL queries using approved tools and templates.
• Make a preliminary determination of the issue category: user operation, configuration, data input, integration, AI quality, application defect or infrastructure.
• Apply workarounds approved in the runbook, or escalate to Dev, QA, Infra, Product or partners when the issue is beyond L1/L1.5 scope, then follow up until the result is verified.
• Respond to customers in Vietnamese or English following department templates, and translate technical content into language that business users can easily understand.
• After the training period, take L1/L1.5 ownership of a product domain, including its runbooks, known issues and knowledge base.

Out of scope

The position is not independently responsible for:

• Debugging or modifying source code.
• Designing system architecture or technical solutions.
• Changing production data without approval, or deploying to production independently.
• Concluding the final technical root cause, or committing a technical ETA, in place of Dev/Infra or the technical owner.
• Independently handling P1 incidents outside working hours before training is completed.