Application Support Specialist / Technical Support Coordinator

We're looking for Application Support Specialist / Technical Support Coordinator to be the connective tissue between our customers and our dev team. You'll be the person who makes sure a client's issue doesn't just get logged, it gets solved, on time.

Responsibilities:

• Receive, log, and analyze support requests from our enterprise clients
• Prioritize issues according to SLA terms and track them through to resolution
• Coordinate directly with developers to diagnose issues and confirm fix timelines
• Participate in a scheduled on-call/standby rotation and be available for overtime per that schedule when SLA-critical issues arise
• Provide clients with regular status updates until each issue is closed
• Escalate recurring or systemic issues to the appropriate internal team
• Maintain accurate records of support tickets, resolution times, and client communication

Requirements:

• Bachelor’s degree in Information Technology (IT) or a related field is strongly preferred.
• Prior experience in software or enterprise/B2B technical support. At least 2 years of experience is strongly preferred.
• Demonstrated ownership of issues from intake through resolution, not just ticket logging
• Willingness to work within a scheduled standby/on-call rotation, including overtime as required by that schedule
• Ability to work cross-functionally with engineering teams to translate technical findings into client-facing updates
• Strong organizational skills, able to manage multiple concurrent tickets against SLA deadlines
• Professional written and verbal communication in both Thai with ability to comprehend English.

Preferred:

• Familiarity with eSignature, document workflow, or related enterprise software.
• Basic experience with cloud platforms such as Huawei Cloud or AWS.
• Basic understanding of databases (e.g. SQL queries, data structures)

What we value:

• Teamwork - you'll work closely with developers, PMs, and other support colleagues to get issues resolved, not work in isolation
• A growth mindset - willingness to learn new tools and technologies as the company and its products grow