Technical Service and Integration Specialist

We are looking for a highly motivated Technical Service and Integration Specialist to join our team. This role is a hybrid of a technical consultant and a first-line support expert. You will be the bridge between our clients and internal teams, ensuring successful product onboarding while assisting client queries and maintaining the stability of our 24/7 production environment.

The ideal candidate possesses a passion for problem-solving, a service-oriented mindset, and the technical knowledge to diagnose API or system-level issues. You will not only resolve inquiries but also proactively monitor system performance and provide professional guidance to ensure our clients smooth operation.

What responsibilities will you have?

Technical Integration & Client Onboarding

• Front-line Consultancy: Serve as the primary technical point of contact during the integration phase, providing step-by-step guidance on API implementation and system configuration.
• Technical Guidance: Act as the front-line technical consultant, be responsive to customer inquiries and assist in troubleshooting and resolving challenges. Providing advice on methods and procedures to help clients successfully integrate our products and features.
• Issue Escalation: Reproduce customer issues and escalate cases to engineering and provide necessary documentation.
• Requirements Analysis: Understand client needs and collaborate with internal technical teams solving client’s pain points.
• Internal Support: Support daily operations regarding technical inquiries with account managers, tech teams, and internal team members.
• Product take on: Join technical discussions with internal or external teams to understand products.

Technical Support & Issue Resolution

• Communication: Maintain professional and accurate communication with clients via email and instant messaging (Slack/Telegram/Team) in a fast-paced 24/7 environment.
• End-to-End Ownership: Take full ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final close-out communication.
• Client Inquiries: Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services.
• Commit to SLA: Take appropriate steps to bring any open support cases to resolution on time.
• Troubleshooting: Diagnose and troubleshoot technical issues involving APIs, anomalies, and system performance.
• Escalation Management: Function as the primary point of contact. Document and escalate unresolved issues to corresponding teams and follow up until closure.

24/7 System Monitoring & Operations

• Proactive Monitoring: Monitor production systems via dashboards, and alerts to identify and respond to anomalies before they impact clients.
• Incident Response: Under a 24/7 shift environment, respond to high-urgency incidents promptly and provide regular updates to business stakeholders.
• Communication: Function as the primary point of contact for system, service and operation activity monitoring communication. Ensure all issues are addressed and handled.

What skills & experience are we looking for?

Experience & Education

• Experience: 2+ years of experience in Technical Support, Integration Engineering, or a similar client-facing technical role.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field is preferred.
• Language: Proficient oral and written communication skills in English.
• Cross-Cultural Competence: Proven ability to collaborate effectively within a diverse, global team environment, demonstrating sensitivity to various cultural backgrounds and professional practices.
• Operational Availability (24/7 Shift): Commitment to working within a 24/7 rotational shift environment, including weekends and public holidays, to ensure uninterrupted global service.
• Ability to strictly adhere to a monthly pre-defined roster and collaborate with team members to ensure proper handover of tasks and maintain stable coverage.
• Global Shift Rotations are structured as follows (Mauritius Time):
  • Shift A: 03:00am – 12:00pm;
  • Shift B: 10:00am – 19:00pm;
  • Shift C: 18:30pm – 03:30am (Following day).
• Please note that the current recruitment is focused on Shift B: 10:00am – 19:00pm and Shift C: 18:30pm – 03:30am (Following day)

Technical Skills

• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution.
• Strong capabilities to identify, record, and track problems logically and systematically.
• Familiarity with Web APIs and testing frameworks (e.g., Postman).
• Basic understanding of SQL, Network Infrastructure, VPN, Web Application and log analysis.
• Ability to diagnose and troubleshoot basic technical issues. Perform debugging and analysis on issues.
• Ability to simplify and communicate complex technical concepts to non-technical audiences.

Soft Skills

• A strong sense of responsibility and the ability to work independently under general supervision.
• Logical thinking with a systematic approach to identifying and recording problems.
• Service-oriented mindset with a passion for helping people.
• Team player with self-learning and problem-solving abilities.
• Agile, highly motivated, exceptional work ethics, logical approach, and multi-tasking capabilities with a sense of responsibility to follow through on tasks.
• Ability to work independently, in-line with industry’s best practices, prioritize workload and execute tasks accordingly

Preferred Qualifications

• Proficient oral and written communication skills in Mandarin and Japanese are a plus.
• Experience with IT system monitoring tools and service management concepts.
• Knowledge of Agile methodology and ITIL frameworks.

Career Development

• We are committed to internal growth and development. Prior leadership experience is a plus. As part of our global shift management planning, high-performing members or those with leadership potential will take on expanded responsibilities, with progression into higher-level roles based on performance, capability, and business needs.

Why You’ll Love Working Here

When you join us, you’re not just taking a job – you’re gaining a supportive environment where you can thrive. Here’s what we offer:

• Competitive Benefits Package: A great compensation plan including health insurance coverage, salary reviews, along with performance bonuses to reward your hard work.
• Flexible Work-Life Balance: Enjoy a hybrid work setup with occasional work from home days. We believe in results, not just hours spent in the office.
• Learning & Development: An excellent learning culture with on-the-job training, workshops, and mentorship. You’ll gain valuable experience and keep sharpening your skills.
• Dynamic, Global Team: Be part of a well-established company with a global reach. You’ll collaborate with talented colleagues from around the world and work on impactful projects for an international audience.
• Innovative Culture: We encourage new ideas and continuous improvement. You’ll have the freedom to propose changes, experiment with automation, and make a real difference in how we work.
• Employee Wellbeing: Our employees matter! We foster a social, supportive culture with regular team-building events, annual employee wellness screenings, monthly healthy lunches, celebrations for birthdays & work anniversaries and more. Traditions like these bring our team together and show we care about everyone’s health, happiness, and growth.
• Convenience at Hand: Located in Cascavelle Business Park, our office offers a calm yet professional environment with nearby shops and cafés as well as onsite secure parking to make your commute and day-to-day easier.