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 behaviour, 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.
