Established in 2009, EPOS Vietnam serves as the technical hub of EPOS Singapore, a leading provider of cutting-edge Point-of-Sale (POS) and SaaS solutions. Backed by Ant International — a global leader in digital payments and financial technology — we play a pivotal role in developing innovative, scalable, and user-centric digital solutions that power EPOS products. Our technologies enable thousands of SMEs in Singapore, and with ongoing expansion plans across Asia, to digitize and grow their operations through cost-effective and reliable platforms.
At EPOS Vietnam, we cultivate a collaborative and dynamic culture driven by innovation and a passion for transforming businesses through technology. Join us to shape the future of digital solutions across Asia and beyond!
Key ContributionsAs an Application/Systems Support Engineer, you will be responsible for supporting the day-to-day operation of application systems. You will work closely with clients and technical teams to troubleshoot system-related issues, understand end-to-end workflows, propose appropriate solutions, and coordinate issue resolution.
- Provide application and system support to clients, including troubleshooting and guidance on system workflows and usage.
- Investigate client-reported issues by understanding system behavior, business workflows, and expected outcomes.
- Analyze issues, identify potential causes, and propose appropriate solutions or workarounds.
- Collect relevant issue details, assess business impact, and escalate complex issues to the technical team when required.
- Collaborate with technical teams to investigate issues, communicate client requirements, and drive issues through resolution.
- Manage and follow up on incidents and client issues, ensuring they are properly documented, prioritized, and resolved.
- Maintain documentation of common issues, troubleshooting steps, solutions, and system workflows to improve support efficiency.
- Identify recurring issues and support continuous improvements to system stability, support processes, and client experience.
Requirements
- Bachelor’s Degree in Computer Science / Information Technology / Software Development or related fields
- 2+ years of experience in Application Support, Systems Support, Technical Support, or a similar role, with hands-on experience troubleshooting application and system-related issues
- Good understanding of application systems, business workflows, and end-to-end processes, with the ability to investigate issues and propose appropriate solutions or workarounds
- Familiarity with debugging, logging, and application monitoring tools is a plus
- Experience working with incident management and ticketing processes, including issue tracking, escalation, and resolution follow-up
- Strong analytical, problem-solving, and troubleshooting skills, with the ability to handle ambiguous issues and approach problems from multiple perspectives
- Fluent English communication is mandatory, with the ability to clearly communicate technical issues and solutions to clients, stakeholders, and technical teams
- Willingness to work on a rotation-based support schedule, including weekends, and manage multiple issues and stakeholders effectively
Benefits
We are a multinational, product-driven company specializing in proprietary POS solutions — developing in-house and delivering directly to our worldwide customers.
Benefits
- Recognition & Rewards:
- Performance Bonus (subject to the company’s business results and the employee’s performance evaluation)
- Biannual Performance Review and Salary Adjustment
- Comprehensive Insurance Coverage:
- Full government public insurance contributions based on gross salary
- Premium health insurance
- Annual health check
- Clear career development and growth structure; Training sessions and Learning workshops
- 14 days of annual leave and one additional day of leave for every year of service
- Laptop/MacBook and top-notch facilities are provided based on each role
- Agile/Scrum-based internal workflows for efficient and collaborative development
- Company trips, parties and regular team-building activities; Weekly happy hour, coffee, snacks, and board games
- Overseas travel opportunities based on the individual performance and policies for each evaluation period
Working Environment & Culture
- International Workplace: English-speaking environment
- Positive and Open-Minded Culture: Engineers are encouraged to propose innovative solutions that enhance productivity and code quality
- 1-on-1 Mentorship: Monthly coffee sessions with managers offer personalized feedback, goal setting, and career development opportunities
- Flexible Working Hours: Promote work-life balance and individual productivity
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Software Development, or a related field
- At least 2 years of experience in application support, systems support, technical support, or a similar role
- Hands-on experience troubleshooting application and system-related issues
- Understanding of application systems, business workflows, and end-to-end processes
- Ability to investigate issues and propose solutions or workarounds
- Familiarity with debugging, logging, and application monitoring tools
- Experience with incident management and ticketing processes, including tracking, escalation, and resolution follow-up
- Strong analytical, problem-solving, and troubleshooting skills
- Fluent English communication skills
- Willingness to work a rotation-based support schedule, including weekends
What We Do
EPOS, founded in 2009, is a leading Point-Of-Sales (POS) system vendor. We aim to provide SMEs powerful yet cost-effective digital solutions. Our systems are used in over 60 different industries, including major Singapore government agencies and MNCs. We have an active and strong team capable of flexible customisation requirements and handling of major projects (e.g. major clients will have 50-60 outlets, with more than 100 POS terminals). Our clients include LTA, KKHospital, Popular Bookstore, UMart, Bounce Inc. We are a team that is truly passionate about helping businesses succeed. We want to see our customers thrive, and to expand and grow their business as ours.
