Technical Support Agent (Remote, Vietnam)
AlphaBatem Labs tuyển dụng vị trí hỗ trợ kỹ thuật trực tuyến toàn thời gian tại Việt Nam cho nền tảng SaaS và DeFi/DEX. Làm việc ca xoay, hỗ trợ ticket qua Freshdesk/Zendesk, phối hợp với nhóm UK và đội phát triển nội bộ. 6 ngày/tuần, làm ca sáng sớm, được làm việc từ xa.
Yêu cầu ứng viên có kinh nghiệm hỗ trợ L1 hoặc L2 (IT, SaaS, Tech), tiếng Anh viết tốt, quen dùng ticket system, có khả năng xử lý sự cố, và làm việc ca đêm/ca luân phiên. Môi trường làm việc online cần đảm bảo ổn định.
Technical Support Agent (Remote, Vietnam)
Company: AlphaBatem Labs
Company description: AlphaBatem is the Metaverse building platform.
Primary description: AlphaBatem Labs · Vietnam (Remote)
Description: 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. You will handle incoming support tickets, perform diagnostics, escalate issues where required, and ensure a high-quality support experience across global time zones.
Key Responsibilities
- Respond to user enquiries via Freshdesk/Zendesk within defined SLAs.
- Perform L1 troubleshooting (account issues, platform behavior, environment checks, basic technical errors).
- 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.
- 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.
Required Skills & Experience
- Previous experience in an L1 or L2 support role (software, SaaS, IT, or tech environment).
- Strong written English for ticket responses, user communication, and escalation notes.
- Experience with Freshdesk, Zendesk, or similar ticketing systems.
- Ability to follow troubleshooting flows and gather essential diagnostic information.
- Comfortable using web-based dashboards, admin tools, or console/monitoring tools as required.
- Reliable remote working environment with stable connectivity.
- Able to work in rotating shifts, including nights (aligned with GMT/VN time overlap requirements).
Working Arrangement
Remote, full-time (Vietnam-based).
3:00AM or 4:00AM - 11:00/12:00PM GMT+7 (8 hours shift)
6 days a week, 1 day off any day as scheduled every 2 weeks
What Success Looks Like
- Fast, accurate ticket responses with high customer satisfaction.
- Clean, well-documented escalations that allow devs to quickly diagnose issues.
- Strong communication with community and product teams.
- Consistent reliability during shifts and clear handovers.
Location: Vietnam
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