A customer-facing technical role: help customers run Nextwaves software, resolve technical issues, and turn real-world needs into clear development requests for the Product and Developer team.
Position details
- Reports to: Customer Success Manager
- Level: Technical Specialist
- Location: An Khanh Ward, Ho Chi Minh City
Purpose of the role
The Technical Support Engineer is a customer-facing technical role that supports the operation of Nextwaves software solutions. You need to understand the software well enough to guide customers to use it effectively, resolve technical issues, and turn real-world needs into clear software development requests for the Product and Developer team.
Note: IT engineers with little experience (0 to 3 years) will be trained on the Nextwaves Industries software and on communicating with customers.
Key responsibilities
Business discovery and analysis
- Work directly with customers to understand their operating processes.
- Analyse and determine what can be configured, what needs integration and what needs further development.
- Recommend the right solution, balancing customer needs with technical feasibility.
Software rollout
- Roll out the software for customers in person: show them how to use it and answer their questions.
Technical support and troubleshooting
- Take in and analyse issues involving functionality, data, user permissions and devices.
- Check data, system logs, APIs and the database as far as needed; reproduce bugs, pin down the conditions that trigger them and gather complete evidence before handing over to developers.
Software development requests
- Clarify the customer's real need and the root problem.
- Work with Product and Developers to establish feasibility, scope and expected timelines.
- Take part in testing new features and bug fixes.
Requirements
- University or college degree in Information Technology, Information Systems or a related field.
- Understanding of the software testing process: test cases, bug life cycle, regression and UAT.
- Strong documentation skills: clear and well structured.
- A business analysis mindset, with the habit of asking questions to clarify requirements.
- Basic SQL, able to read logs and describe bugs clearly.
- Good communication; patient, careful and proactive.
- Follows progress closely and takes ownership until the issue is resolved.
- Able to read and understand technical documentation in English.
Nice to have
- A software developer background, or direct involvement in developing and releasing software.
- Experience with ERP, POS, WMS, or management software for retail, warehousing, manufacturing or store chains.
- Experience in a B2B/SaaS product environment and in managing several rollout projects in parallel.
What we offer
- Competitive salary and bonus based on capability, experience and performance.
- Training in our products, RFID technology, system integration and customer operations; work directly with customers, Product, R&D and Developers.
- A growth path towards Senior Technical Support Engineer, Solution Consultant, Business Analyst, Product Owner or Technical Support Lead.
- Insurance, leave and other benefits in line with regulations.