Technical Support Engineer – Night Shifts
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Job Description
Student Technical Support Engineer supporting Novidea’s enterprise SaaS customers overnight. Troubleshooting Salesforce, APIs, databases, and customer cases for Asia/Australia coverage.
Responsibilities:
- 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
Requirements:
- Current student in Computer Science, Information Systems, Software Engineering, or another relevant technical field
- Familiarity with Salesforce
- Strong technical aptitude and curiosity
- Basic understanding of programming concepts
- Basic understanding of databases and SQL
- Strong problem-solving and analytical skills
- Excellent written and spoken English
- Ability to work independently and make decisions during night hours
- Availability to work regular 02:00–09:00 shifts, Sunday night–Friday morning
- Familiarity with web technologies, APIs, or JSON is an advantage
- Previous experience in technical support, IT, QA, NOC, or a technical customer-facing role is nice to have
- Experience using SQL or querying data is nice to have
- Familiarity with REST APIs or Postman is nice to have
- Experience with Jira or similar ticketing systems is nice to have
Benefits:
- Remote work arrangement
- Hands-on experience with enterprise SaaS software, Salesforce, APIs, integrations, databases, and customer production environments
- Learning opportunities in Salesforce Platform fundamentals, API and integration troubleshooting, production incident and case management, logs, data, and technical diagnostic tools
- Exposure to collaboration between Support, Product, and Engineering teams
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