Technical Support - Software Engineer (L3)

Job Description

Aigens Technology Limited is a market leader in F&B and Hospitality technology, empowering over 500 brands across the Asia Pacific, including global names like KFC, Burger King, Starbucks, Shake Shack, Hyatt, and Accor. Headquartered in Hong Kong, we specialize in innovative solutions that transform customer experiences and maximize operational efficiency.

As pioneers in mobile ordering and QR code technology, Aigens has been instrumental in steering the digital revolution of the F&B and Hospitality industry. Our versatile product portfolio—including Kiosk and Mobile Ordering solutions, POS, Payment, Loyalty systems, and Middleware—helps businesses attract more customers, increase order sizes, foster loyalty, and streamline operations.

With rapid growth in the past three years, expanding to 9 regional offices and a team of 150 (and counting), Aigens is shaping the future of F&B and Hospitality technology. If you are passionate about innovation and want to make an impact in this dynamic industry, join us and be part of our journey.

What your daily work looks like :

As a Level 3 Support Specialist at Aigens, you will play a crucial role in our support team, taking ownership of escalated support cases and ensuring timely and effective resolution of complex technical issues. Your responsibilities will include investigating reported issues, identifying root causes, and implementing solutions and enhancements to deliver exceptional customer support.

Key Responsibility :

Own and manage escalated support cases, providing in-depth technical expertise to resolve complex issues

Investigate reported issues, analyze root causes, and develop effective solutions to address technical challenges

Collaborate with cross-functional teams across South East Asia to implement remedies and enhancements to improve system performance and functionality

Utilize your coding experience, particularly in Java, to develop and implement technical solutions

Demonstrate strong expertise in system integrations, with a focus on areas such as payments, to ensure seamless operations across integrated platforms

Provide technical guidance and mentorship to junior team members, fostering a culture of continuous learning and development

Requirements

We are looking for someone with :

Bachelor's degree in Computer Science, Engineering, or related field

At least 5 years experience in a Level 3 support role specialized in CRM or E-Commerce, handling escalated technical issues in a fast-paced environment

Proficiency in Java programming and a strong understanding of software development principles

Strong knowledge of SQL databases (MySQL, PostgreSQL) and NoSQL databases (Datastore, DynamoDB) - Experience with cloud platforms (GCP, AWS) including compute, storage, logging and networking services - Proficiency with REST API troubleshooting and log analysis to identify root causes

Extensive experience in system integrations, with a focus on payment systems and data exchange protocols

Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently

Strong communication skills to effectively interact with stakeholders at all levels

Ability to work independently and collaboratively in a team environment

Proficiency in verbal and written English and Chinese (Mandarin or Cantonese)

Benefits

What’s on offer :

Competitive salary for the right candidate

5-day work week

Friendly and people-oriented work environment

Working in a flat culture with talented individuals

Join a young and growing brand backed by a great investment team

We are excited to welcome a highly motivated individual to join our Team. If you meet the above qualifications and are eager to contribute to our organization's success, we encourage you to apply.

Aigens is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, genetic information, or any other protected characteristic.

All applications will be handled in strict confidence and will only be used for recruitment related purposes. Applicants who do not hear from us within 6 weeks from the date of application may consider their applications unsuccessful. All information on unsuccessful candidates will be retained for a maximum period of 24 months