Novidea

Support Engineer

• Monitor and manage incoming customer cases during the night shift
• Perform initial technical investigation and troubleshooting
• Gather logs, error messages, screenshots, and reproduction steps
• Investigate application configuration and data-related issues
• Use internal tools and knowledge resources to resolve known issues
• Perform basic data investigation using queries and troubleshooting tools
• Assist with API and integration troubleshooting
• Identify urgent or high-impact issues and follow the appropriate escalation process
• Escalate complex issues to senior Support Engineers or Senior CS with clear technical information
• Communicate with customers and internal teams
• Document solutions and contribute to the Support knowledge base
• Provide technical coverage for customers in the Asia/Australia region

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Technical Support Engineer – Night Shifts