Senior Technical Support

2 Months ago • 4 Years + • Customer Service

Job Summary

Job Description

Coda is seeking a Senior Technical Support professional to provide high-quality technical support for their platform to users, developers, and global partners. Responsibilities include monitoring platform health, triaging and managing technical inquiries, assisting with QA testing, documenting and escalating critical issues, and contributing to process improvements. The role requires managing multiple support cases efficiently while adhering to SLAs and a willingness to work in shifts.
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 skills in English
  • Flexibility, adaptability, and urgency in addressing critical issues
  • Exceptional attention to detail, problem-solving, and time-management skills
  • Basic understanding of programming languages and software development processes
  • 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 (physical and mental well-being resources)
  • Customized Benefits (flexible plan)
  • Growth Opportunities (clear progression paths)
  • Skill Development (training resources)
  • Volunteer Time Off (paid time off for volunteering)
  • Family Support (paid Family Care Leave)

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).

For more on how Coda helps publishers grow faster and smarter, visit coda.co.

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!

Similar Jobs

Gameloft - Gameplay Programmer (C++, Middle)

Gameloft

Ho Chi Minh City, Ho Chi Minh City, Vietnam (Hybrid)
3 Weeks ago
Axon - Commercial Operations Analyst - Sales Operations

Axon

Denver, Colorado, United States (Hybrid)
2 Months ago
GoDaddy - Principal Threat Hunting Engineer

GoDaddy

India (Remote)
3 Months ago
The E.W. Scripps Company - Traffic Copy Editor

The E.W. Scripps Company

Grand Rapids, Michigan, United States (On-Site)
3 Months ago
Zones - Vendor Rebate Specialist

Zones

Islamabad, Islamabad Capital Territory, Pakistan (On-Site)
2 Months ago
USE Insider - Customer Success Manager - Hi-tech

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
9 Months ago
Boomi  - Customer Success Manager - French/Italian Speaking

Boomi

Barcelona, Catalonia, Spain (Hybrid)
1 Month ago
Salesforce - Customer Success Manager

Salesforce

Virginia, United States (Hybrid)
4 Weeks ago
Interface AI - Senior Customer Support & Escalations Manager

Interface AI

San Jose, California, United States (On-Site)
1 Month ago
Miro - Scaled Customer Success Manager, Japan

Miro

Tokyo, Japan (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Lambda - Engineering Manager - Inference Backend

Lambda

San Francisco, California, United States (Hybrid)
3 Months ago
Plug power - Field Service Technician

Plug power

Kenosha, Wisconsin, United States (On-Site)
1 Year ago
Google - Software Engineering Manager II, Google Cloud

Google

Bengaluru, Karnataka, India (On-Site)
9 Months ago
JDA - Senior Solutions Advisor - WMS

JDA

London, England, United Kingdom (On-Site)
1 Year ago
Nice - Partner Marketing Director - International (EMEA/APAC)

Nice

London, England, United Kingdom (Hybrid)
1 Month ago
Pattern - Senior Graphic Designer

Pattern

Pune, Maharashtra, India (On-Site)
2 Months ago
PwC - Associate - Governance, Risk & Compliance (GRC) Enablement Solutions

PwC

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
10 Months ago
London stock Exchange - Technical Lead, Developer Platforms

London stock Exchange

Bangkok, Thailand (On-Site)
2 Months ago
Motorola solutions - Channel Sales Executive - Video Security & Access Control

Motorola solutions

Las Vegas, Nevada, United States (On-Site)
2 Months ago
The E.W. Scripps Company - Junior Media Research Specialist

The E.W. Scripps Company

Atlanta, Georgia, United States (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

NinjaVan - Assistant, Retail - Part Time

NinjaVan

Selangor, Malaysia (On-Site)
2 Months ago
NinjaVan - Sales Supervisor (FMCG - Ninja Mart)

NinjaVan

Sungai Petani, Kedah, Malaysia (On-Site)
3 Weeks ago
OKX - Senior Specialist, Tools & Technology

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)
10 Months ago
Luxoft - Senior Java Developer (for Trading Application)

Luxoft

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Remote)
8 Months ago
NinjaVan - Sales Supervisor

NinjaVan

Temerloh, Pahang, Malaysia (On-Site)
2 Months ago
NinjaVan - Warehouse Assistant (FMCG)

NinjaVan

Raub District, Pahang, Malaysia (On-Site)
2 Months ago
Streamline Media Group  Inc  - 3D Character Artist

Streamline Media Group Inc

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia (On-Site)
1 Year ago
Trellix - Sales Engineer

Trellix

Malaysia (Remote)
3 Weeks ago
Lilt - Voice Talent Required - Malay

Lilt

Malaysia (Remote)
3 Weeks ago
NinjaVan - Regional Assistant Manager, Commercial Product (Cross Border)

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Ubisoft - Analyst, Customer Support Experience

Ubisoft

Newcastle Upon Tyne, England, United Kingdom (Hybrid)
2 Months ago
Veeam Software - Customer Success Representative, Named Accounts (Hungarian Speaker)

Veeam Software

Bucharest, Bucharest, Romania (On-Site)
1 Month ago
Varonis  - Customer Success Operations Manager

Varonis

London, England, United Kingdom (On-Site)
1 Month ago
Actian - Customer Success Manager

Actian

United States (Remote)
1 Month ago
Litmus - Customer Support Analyst

Litmus

India (Remote)
2 Months ago
Simcorp - Senior Principal Customer Success Manager

Simcorp

San Francisco, California, United States (Hybrid)
3 Months ago
bytedance - Customer Success Manager - Lark Japan

bytedance

Tokyo, Japan (On-Site)
7 Months ago
Wolters Kluwer - Customer Service Representative

Wolters Kluwer

Las Vegas, Nevada, United States (On-Site)
2 Months ago
VGW - Customer Service Manager

VGW

Manila, Metro Manila, Philippines (Remote)
1 Month ago
Tesla - Customer Support Supervisor

Tesla

Berlin, Berlin, Germany (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)

Bangkok, Thailand (Hybrid)

Bengaluru, Karnataka, India (Hybrid)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)

Jakarta, Indonesia (Hybrid)

Bangkok, Thailand (Hybrid)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)

View All Jobs

Get notified when new jobs are added by Coda

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug