Technical Support Engineer

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Description

Key Responsibilities:

• Monitor and handle alerts on Slack, AWS dashboards, and monitoring tools to ensure system health and performance.
• Provide technical support and troubleshoot application, API, and integration-related issues for internal teams and external partners.
• Support partner integration activities by providing technical troubleshooting and issue investigation for application, API, and integration-related matters.
• Perform daily technical support activities, including issue investigation, log analysis, system validation, and service monitoring.
• Utilize analytical and problem-solving skills to diagnose and resolve technical issues.
• Perform log analysis, database verification, and API validation to assist in troubleshooting and issue resolution.
• Contribute to the expansion and updating of the technical support knowledge base, troubleshooting guides, and operational documentation.
• Address and resolve application issues in a timely manner based on severity and priority.
• Manage service disruptions and communicate effectively with internal teams and external partners.
• Escalate unresolved issues to the relevant teams and provide necessary investigation findings to facilitate resolution.
• Provide support to external partners as needed.

AI & Automation Responsibilities:

• Utilize AI-powered tools and technologies to support troubleshooting, technical research, and operational productivity.
• Leverage AI solutions to assist in log analysis, documentation generation, knowledge discovery, and issue investigation activities.
• Contribute ideas and initiatives to improve technical support processes through AI and automation.

Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• At least 2+ years of experience in Technical Support, Application Support, Software Support, or a related role.
• Good communication and interpersonal skills, proficient in both written and spoken English and Mandarin. This ensures effective support for our global network of partners, many of whom use English, while also catering to our valued partners in China who prefer to communicate in their local language.
• Familiarity with software development technologies and concepts, including .NET Framework, .NET Core (ASP.NET Core MVC), Entity Framework Core/LINQ, JavaScript, and CSS.
• Excellent analytical and problem-solving abilities.
• Familiarity with API technologies, including Web API and RESTful services.
• Basic understanding of AWS services, including CloudWatch, Lambda, SQS, RDS, ElastiCache, SES, and ECS. Familiarity with microservices and containerized environments is an added advantage.
• Familiarity with database structures and SQL queries, including Microsoft SQL Server and MySQL, to support troubleshooting and issue investigation.
• Ability to provide technical support primarily to internal teams, with flexibility to assist external partners when required.
• Experience using log analysis, monitoring, and troubleshooting tools to investigate technical issues.
• Experience working with AI-assisted productivity tools, copilots, chatbots, or intelligent support platforms will be an added advantage.

Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

Are you game?