Technical Support - Software Engineer (L3)

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.

Job Description

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 Responsibilities

• 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

Benefits

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.

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