You will handle incoming support tickets, perform diagnostics, escalate issues where required, and ensure a high- quality support experience across global time zones.
We are hiring full- time a Technical Support Agent based in Vietnam to provide L1/L2 support for our SaaS and DeFi/DEX platforms. This role is remote, shift- based, and focused on ticket- driven support, working closely with our UK team, community managers, and Vietnam development team.
Key Responsibilities
Escalate L2 issues to senior support or development teams with clear notes, steps to reproduce, and logs where applicable.
Communicate with community managers to stay aligned on known issues, public communications, and user sentiment.
Perform L1 troubleshooting (account issues, platform behaviour, environment checks, basic technical errors).
Work with Vietnam- based developers for bug clarification, replication, and confirmation of fixes.
Maintain accurate ticket notes and follow internal workflows for triage and priority. Contribute to internal documentation, FAQs, and support playbooks.
Participate in daily shift handovers to ensure continuity across time zones.
Respond to user enquiries via Freshdesk/Zendesk within defined SLAs.
Required Skills & Experience
Comfortable using web- based dashboards, admin tools, or console/monitoring tools as required.
Previous experience in an L1 or L2 support role (software, SaaS, IT, or tech environment).
Reliable remote working environment with stable connectivity.
Experience with Freshdesk, Zendesk, or similar ticketing systems.
Strong written English for ticket responses, user communication, and escalation notes.
Able to work in rotating shifts, including nights (aligned with GMT/VN time overlap requirements).
Ability to follow troubleshooting flows and gather essential diagnostic information.
Working Arrangement
Remote, full- time (Vietnam- based).
6 days a week, 1 day off any day as scheduled every 2 weeks
3:00AM or 4:00AM- 11:00/12:00PM GMT+7 ( 8 hours shift)
What Success Looks Like
Consistent reliability during shifts and clear handovers.
Clean, well- documented escalations that allow devs to quickly diagnose issues. Strong communication with community and product teams.
Fast, accurate ticket responses with high customer satisfaction.
