Skedulo Vietnam

Overview of job

As a Frontend Engineer, you will be embedded within the Engineering group and act as a key interface between our Technical Support and Delivery Engineering teams. You will troubleshoot and drive the resolution of complex customer issues that arise from customer implementations. In this role, you will be required to develop deep domain expertise and ensure that the customer voice is heard and incorporated into future custom implementations. You will proactively identify opportunities to improve and mature our documentation and support processes based on your customer interactions and knowledge. 

Responsibilities:

Technical Duties:

• Provides technical advice and expertise to customers and internal stakeholders to assist in the timely resolution of customer-escalated issues
• Develops production-ready bug fixes that are easily testable, understood by other engineers, and account for edge cases and errors
• Triage, troubleshoot and resolve escalated customer issues from multiple inbound channels
• Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly.
• Collaborate with the Delivery Engineering team and submit merge requests to resolve bugs and deliver discrete, high-value enhancements
• Create, update, and enhance external and internal documentation based on customer interactions.

Communication & Leadership Duties:

• Anticipates and communicates blockers or delays for your work before they require escalation
• Providing a clear end-of-day hand-over of critical issues for continued investigation by the global technical support engineering team.
• Participate in customer calls and meetings where required to assist in issue resolution
• Proactively identify and implement improvements to the global support engineering team processes
• Communicates with their team, internal stakeholders, and customers in an effective, clear, concise manner in both written and verbal form on technical and nontechnical subjects. 
• Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks. 

Minimum Qualifications:

• A Bachelor’s Degree in a STEM-related field (Computer Science, IT, Engineering, Math, or similar field) and/or at least 3+ years prior experience in a Software Engineering / Technical Support role.
• Excellent written, spoken, and interpersonal communication skills in English
• Excellent problem-solving and diagnostic skills

Desired Skills and Experience:

• At least 2 years experience in frontend development using one or more of the following: ReactJS, Vuejs, AngularJs and/or NodeJs
• Strong knowledge and experience with ES6 and TypeScript
• Strong experience in modern front-end build tools (e.g. Webpack, Yarn, Grunt, NPM).
• Familiar with RESTful API, GraphQL
• Knowledgeable in modern authorization mechanisms, such as JSON Web Token.
• Exposure to Agile development methodologies such as Scrum and Kanban
• Experience with common cross-functional tools in JIRA, Confluence, Git
• Previous experience with the CI/CD pipeline and automation
• Beneficial to have prior experience working with offshore and distributed teams
• Experience working with Salesforce is a plus