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Technical Support Collaborator (24/7), GreenNode
CollaboratorTechSystem26-GSC-4087
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Mô tả công việc
Technical Support (1st Level) is the technical point of contact who communicates directly with and supports customers throughout their use of GreenNode's products and services.
You will take on the role of Technical Support Collaborator, receiving and handling initial support requests, troubleshooting common issues, guiding customers in using our products, and coordinating with the SE/OM/Engineering teams when issues require deeper-level resolution.
In addition to a Cloud foundation, this position is prioritized for growth along an AI Technical Support track, supporting AI Platform products and working with AI technologies, models, and tools within the GreenNode ecosystem.
The team operates 24/7 to ensure continuous and timely customer support, contributing to a positive product and service experience.
What You Will Do
1. Customer Technical Support
2. Incident & System Support
3. AI & Technical Development
You will take on the role of Technical Support Collaborator, receiving and handling initial support requests, troubleshooting common issues, guiding customers in using our products, and coordinating with the SE/OM/Engineering teams when issues require deeper-level resolution.
In addition to a Cloud foundation, this position is prioritized for growth along an AI Technical Support track, supporting AI Platform products and working with AI technologies, models, and tools within the GreenNode ecosystem.
The team operates 24/7 to ensure continuous and timely customer support, contributing to a positive product and service experience.
What You Will Do
1. Customer Technical Support
- Receive, analyze, and resolve technical support requests from customers across support channels.
- Guide customers in using and configuring GreenNode Cloud products such as vServer, vStorage, vCDN, vCloudcam, vMonitor, etc., along with related products and services.
- Support the GreenNode AI Platform: provide usage guidance and handle basic issues related to AI services, GPU/AI resources, model serving, APIs, and AI tools on the platform.
- Troubleshoot incidents at the 1st Level, identify initial root causes, and propose appropriate solutions or workarounds.
- Track the status of each case and proactively keep customers updated throughout the support process.
- Receive and handle incidents related to systems, Cloud services, and AI services in accordance with operational procedures.
- Perform checks, maintenance tasks, and incident handling based on guidelines/runbooks or solutions provided by SE/OM.
- Coordinate with SE/OM/Engineering to escalate complex issues and assist with incident resolution.
- Record, monitor, and notify relevant stakeholders of errors/incidents occurring on the system.
- Update tickets, incidents, and handling documentation to ensure information is complete, clear, and searchable.
- Proactively keep up with new AI technologies and trends.
- Support the testing, operation, and troubleshooting of AI services according to technical guidelines.
- Use AI tools to support daily work, such as log analysis, root cause investigation, documentation writing, simple scripting, and improving ticket handling efficiency.
- Contribute to building and improving the knowledge base, FAQs, troubleshooting guides, and runbooks for Cloud & AI products.
Yêu cầu
Knowledge & Technical Skills
English
Skills & Attitude
Preferred Qualifications
- College/University degree in Information Technology, Computer Science, Computer Networking, Information Systems, or a related field.
- Basic knowledge and skills in Cloud services, Servers, and Networking.
- Basic knowledge and skills in AI, with the ability to apply AI to daily work.
- Experience supporting customers using Cloud, SaaS, API, or AI Platform services is an advantage.
- Familiarity with operational support tools such as monitoring, ticketing, logging, or remote support tools is an advantage.
- Good English skills; able to read and understand technical documentation, write emails/tickets, and communicate at a basic level with foreign customers or partners.
- Able to proactively search for and read English-language documentation.
- Equivalent to IELTS 5.0+ or comparable practical proficiency.
- Strong communication skills, a customer-service mindset, and the ability to explain technical issues in an easy-to-understand way.
- Strong troubleshooting mindset; able to ask the right questions, gather information, and identify problems step by step.
- Able to work under pressure, especially in incident situations.
- Strong team collaboration and proactive escalation when an issue goes beyond your scope of handling.
- Eager to learn and proactive in keeping knowledge of Cloud & AI up to date.
- Careful, responsible, honest, and straightforward at work.
- Willing to work 24/7 shifts (10-hour shifts, 3–4 shifts per week).
- Experience in Technical Support / Cloud Support / Helpdesk / System Administration.
- Basic knowledge of AWS, Azure, GCP, OpenStack, or similar Cloud platforms.
- Knowledge of Docker/Kubernetes.
- Experience using AI tools or working with LLMs/GenAI.
- Ability to read and analyze logs from monitoring/logging systems.
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