• Triage and troubleshoot support issues, when required escalate to project or product engineering teams. • Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems. • Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions. • Take ownership of technical issues by directly investigating and resolving problems at the code level, including identifying root causes and implementing fixes when necessary. • Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and our platform languages (.NET, NodeJS, Java). • Configure enterprise monitoring solutions. • Conduct thorough post-incident reviews to identify root causes and implement preventive measures. • Automate support needs, develop runbooks, improve and maintain support tools. • Participate in infrastructure capacity planning, demand forecasting, software performance analysis and systems tuning. • Understand our product offerings and continuously look for ways to improve the engineering support experience and platform engineering tooling. • Participate in R&D / explorations / automation with AI. • Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution. • Participate in strategic discussions around customer lifecycle, retention, and satisfaction. • Provide support coverage during the fixed late shift (3:00 AM - 12:00 PM Vietnam Time).

• Own and drive the development of new product features and enhance existing • Develop software components that are efficient and scalable • Maintain a high level of quality for software deliverables • Review and provide feedback on PRs from other team members • Collaborate on requirements definition and product design & development • Participate in sprint planning, backlog refinement and estimation • Collaborate closely with Product Managers and Designers to advise on technical feasibility of proposed design approaches • Actively participate in evolving our engineering quality standards • Provide strong thought leadership on emerging technologies

• Translate complex functional, technical, and business requirements into efficient and scalable software designs by taking into account time and financial constraints. • Collaborate closely with UX / UI Designers and advise on technical feasibility of proposed design approaches. • Provide technical oversight of product delivery, from initial scoping, architecture to hands-on feature execution. • Contribute technical expertise in key client meetings and communications. • Help define and enforce quality engineering standards. • Provide strong thought leadership on emerging technologies. • Conduct internal training in areas in which you specialize.

• Own and drive the development of new product features and enhance existing • Develop software components that are efficient and scalable • Maintain a high level of quality for software deliverables • Review and provide feedback on PRs from other team members • Collaborate on requirements definition and product design & development • Participate in sprint planning, backlog refinement and estimation • Collaborate closely with Product Managers and Designers to advise on technical feasibility of proposed design approaches • Actively participate in evolving our engineering quality standards • Provide strong thought leadership on emerging technologies