Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
The team structure is as below:
Key Responsibilities:
L2/L3 Technical Troubleshooting & Issue Follow-up
- Conduct system-level troubleshooting and root-cause analysis across applications, APIs, databases, and hosting environments.
- Analyze system logs and metrics to isolate issues, providing timely workarounds and coordinating with development teams for permanent fixes.
- Lead cross-functional investigation with software developers, DevOps, and infrastructure teams.
Operations & SLA Management
- Manage the helpdesk ticketing system, prioritizing and resolving incidents strictly within defined SLAs.
- Establish and maintain robust system monitoring and alerting mechanisms to ensure high availability and proactive issue detection.
Client-Facing & Stakeholder Engagement
- Communicate directly with enterprise clients and internal business partners via email, IMs, calls, and video conferences to clarify requests and manage expectations.
- Translate complex technical issues into clear, actionable business communication.
Documentation & Process Optimization
- Author and maintain structured technical documentation, standard operating procedures (SOPs), knowledge bases, and FAQs.
- Regularly analyze incident trends to recommend product and operational enhancements to the Product Team.
Team Coaching & Sprint Facilitation
- Coach support team members on technical processes, tools, and soft skills.
- Work closely with the Scrum Master to facilitate sprint activities and support BU innovation initiatives.
Must Have (Basic Qualifications)
- Education: Bachelor’s degree or above in Computer Science, Information Technology, or a related field.
- Experience: 2+ years of experience in platform or application technical support; Proven experience in helpdesk ticket management (Jira Service Management experience is a strong plus).
- Technical Skills: Proficiency in SQL database operations (query writing, data manipulation, and troubleshooting). Good understanding of modern software system architecture and workflows.
- Soft Skills:Excellent client-facing skills with strong empathy and expectation management capability. Strong analytical, problem-solving, and structured documentation skills (using flowcharts/diagrams).
- Language Proficiency: English: Strong written communication skills via Email and Messaging (IMs); intermediate/conversational spoken English is acceptable.
- Traditional Chinese: Native or fluent proficiency.
Should Have (Preferred Qualifications)
- Experience with system debugging, log analysis, and APM/monitoring tools (e.g., Azure Monitor, Datadog, ELK).
- Practical understanding of DevOps pipelines and Microservices architecture.
- Self-motivated with the ability to prioritize multi-tasking under tight deadlines and pressure.
- A proactive, solution-oriented "Can-Do" attitude.
Nice to Have & Bonus (Plus Points)
- AI Tools Proficiency (Strong Plus): Demonstrated experience using modern AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate log analysis, SQL script generation, process automation, or technical documentation.
- Familiarity with Microsoft tech stacks (.NET / C# environment) and Microsoft Azure Cloud Platform.
- Industry certifications (e.g., Azure Administrator, ITIL, AWS).
Apply now and Vibe with Us!
