Senior Technical Support
Job Summary
Job Description
Coda is seeking a Senior Technical Support professional to provide high-quality technical support for their platform to users, in-house developers, and global partners. Responsibilities include monitoring platform health, assessing and triaging technical inquiries, managing support cases, assisting with QA testing, and owning incident response processes. The role involves identifying and documenting incidents, escalating critical issues, and contributing to the improvement of monitoring and incident management processes to enhance system resilience and operational efficiency.
Must have:
- Minimum of 4 years of technical support experience.
- Diploma or degree in Computer Science, IT, or related certifications.
- Excellent written and verbal communication in English.
- Flexibility, adaptability, and urgency in addressing critical issues.
- Exceptional attention to detail and problem-solving skills.
- Basic understanding of programming and software development.
- Willingness to work in shifts (evenings, overnight, weekends, holidays).
- Familiarity with monitoring tools and ITSM platforms.
Good to have:
- Experience in payments, e-commerce, fintech, or gaming sectors.
- Proficiency in Chinese.
Perks:
- Wellness Boost: Resources for physical and mental well-being.
- Customized Benefits: Tailor your benefits with a flexible plan.
- Growth Opportunities: Clear progression paths.
- Skill Development: Access to training resources.
- Volunteer Time Off: Paid time off for volunteering.
- Family Support: Paid Family Care Leave and family-friendly benefits.
5 skills required
Job Details
What We Do
Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide.
Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners.
Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).
Responsibilities
- Provide high-quality technical support for Coda's platform to users, in-house developers, and global partners across various communication channels.
- Monitor platform health and service availability using internal tools and dashboards; proactively identify and respond to anomalies, outages, and performance issues.
- Assess, triage, and manage technical and functional inquiries from global stakeholders, ensuring clear communication and prompt resolution.
- Manage and prioritize multiple support cases concurrently, maintaining efficiency, accuracy, and SLA adherence.
- Assist internal and external stakeholders in QA testing to validate functionality and ensure system reliability and performance.
- Identify, investigate, and document incidents; escalate critical issues to the appropriate engineering or operations teams when needed.
- Take ownership of incident response processes, including detection, impact analysis, stakeholder communication, coordination of response teams, and post-incident reviews.
- Contribute to continuously improving monitoring, alerting, and incident management processes to enhance system resilience and operational efficiency.
Requirements
- Minimum of 4 years of technical support experience, preferably within the payments, e-commerce, fintech, or gaming sectors.
- Diploma or degree in Computer Science, Information Technology, or related certifications.
- Excellent written and verbal communication skills in English; proficiency in Chinese is a plus, but not mandatory.
- Flexibility, adaptability to changes, and an intense urgency in addressing critical issues.
- Exceptional attention to detail, along with effective problem-solving and time-management skills.
- Basic understanding of programming languages and software development processes.
- Willingness to work in shifts, including evenings, overnight hours, weekends, and public holidays as needed.
- Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution.
Working at Coda
With Codans spread across over 20 countries worldwide, our fast-paced, challenging, and highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact.
If you have a passion for pushing boundaries and thrive on continuous improvement through experimentation, we would love to hear from you!
Our Perks*
Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program - because you matter!
Customized Benefits: Tailor your benefits with our flexible plan.
Growth Opportunities: Unlock your potential through clear progression paths.
Skill Development: Access training resources to fuel your personal and professional growth.
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.
*Benefits are reviewed and updated on a yearly basis
We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!
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