Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Support Engineer (L3 Customer Support)
Location: Bangkok, Bangkok, Thailand
Department: Customer Success
Employment Type: Full-Time
Work Location: On-Site
About the Company
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
As our Support Engineer (L3 Customer Support), you will be the bridge between our Customer Success (CS) and Product/Engineering team to enhance the customer experience throughout their whole Manatal journey. You will partner with our CS team and clients in over 130 countries to resolve their troubles and 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 reported issues thoroughly and provide clear next steps and recommendations.
- Proactively triage technical issues raised by users or internal teams, investigate root causes, create detailed bug reports, validate fixes, and drive resolution by coordinating with Engineering or resolving issues directly whenever possible.
- Maintain the security of client accounts by performing necessary verifications for new accounts and suspicious activities, helping safeguard the platform and uphold our customers' trust.
- 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 Customer Support perspective and ensure accurate information is captured for postmortems and follow-up actions.
- Support the Customer Success team by joining customer calls to provide technical guidance and recommendations on how clients can best leverage Manatal, including APIs, integrations, security, and complex workflows.
- Liaise with the Product team by reviewing customer feedback, validating product requests, and ensuring customer insights are represented in product discussions.
- Collaborate closely with Engineering, Infrastructure, and Security teams to investigate platform issues, monitor incidents, and ensure technical escalations are resolved efficiently.
- Create and maintain internal troubleshooting documentation, technical guides, and support resources to improve operational efficiency and knowledge sharing.
- Identify recurring customer issues and propose improvements to workflows, support processes, and product functionality to improve the overall customer experience.
Requirements
- Fluency in English, written and verbal.
- Experience working in a technical support, product support, solutions engineering, or similar role.
- Strong exposure to customers and experience independently managing customer calls involving complex technical issues or product discussions.
- Empathy for customers to understand their problems and translate them into engineering and product requirements.
- The ability to learn quickly and continuously build deep product knowledge.
- Hands-on experience debugging complex technical issues.
- Experience working with APIs and understanding how integrations support customer workflows.
- Experience working with databases such as PostgreSQL, MySQL, or Microsoft SQL Server for troubleshooting or data analysis.
- Experience working with Jira or Jira Service Management for issue tracking and cross-functional collaboration.
Nice to Have
- Experience using Postman for API troubleshooting.
- Experience working with Intercom and HubSpot.
- Experience troubleshooting email delivery platforms such as Mailgun or SendGrid.
- Experience using monitoring and observability tools such as Datadog or Sentry.
- Familiarity with Python (or similar programming languages) for automation, troubleshooting, or data manipulation (optional, but a strong plus).
We Offer
- Competitive salary
- Opportunity to work in a fast-growing start-up backed by Surge and Sequoia Capital
- Professional development opportunities
- Collaborative and inclusive work environment
Get to know more about us and our product: www.manatal.com
Watch Manatal's product demo: Manatal's product demo
Interested candidates can apply via this link: Manatal Hiring