Technical Support
ABOUT FIREGROUP TECHNOLOGY
FireGroup envisions and strives to shape a world where e-commerce is easy, effective, and sustainable. Since our founding in 2016, we have specialized in providing a comprehensive portfolio of category-leading SaaS products for the global e-commerce market, including online store development, store management, sales & marketing automation, and almost every aspect of running an online business. After almost a decade in the market, we are loved by over 450,000 merchants and enterprises across 175+ countries and highly trusted by our globally renowned partners such as Shopify, BigCommerce, WooCommerce, Google, Meta, Tiktok, and Amazon.
As we continue on our development path, we relentlessly overcome challenges to develop innovative products that comprehensively and effectively solve problems in e-commerce, making online business easy and sustainable for everyone. Together, we aspire to build a future in which FireGroup emerges as a global leader in e-commerce innovation, offering world-class products trusted by industry experts around the world.
Why to build your career with us
- Make your impact globally on hundreds of thousands of merchants’ success
- Develop your skills in a fast-paced and highly competitive SaaS market
- Create and grow continuously among passionate talents with growth mindsets
Responsibilities
- Report & Update on Bug Progress:
- Report and update progress according to clear templates, including evaluations and actual results of task execution.
- Log reports include: work status (weekly, daily), the responsible sub-team, and related products.
- Training and Knowledge Sharing for Lower Levels:
- Guide and mentor new employees to properly follow work processes.
- Participate in assigned courses (specific duration and frequency) related to professional expertise and company products.
- Share insights through real-world case studies, applying learned knowledge effectively to freelancers.
- Design post-training tests and ensure freelancers understand and pass these tests.
- Submit the results of trained personnel (with clear follow-up for those who perform poorly).
- Provide feedback and solutions to encountered issues to enhance product quality and efficiency.
- Directly handle complex customer requests unresolved by Fresher level staff (if necessary, escalate to developers).
- Other Assigned Tasks: Perform additional tasks assigned directly by the manager.
Qualifications
- Associate degree or equivalent certification related to IT
- Minimum 6months - 1 year of management experience in technical support or a related field
- Familiarity with web technologies such as HTML, CSS, JavaScript
- Strong desire to learn and grow in the areas of software support, troubleshooting, and debugging.
- Able to read and understand English documents
- Good communication skills to explain technical concepts to non-technical users.
- Ability to work well in a team and under guidance from senior team members.
Benefits
We believe that motivation & personality of the employees are the only shortcut to the promotion of the corporate and contributions to the society. We will try our best to create a corporate environment where all employees can realize their dreams and goals.
Featured benefits include:
- Have opportunity to work with global merchants and join the dynamic, young and friendly project team; stable career path;
- Attractive salary based on skills and experience; 13th month salary & seniority bonus; Employee’s marriage, maternity bonus; Birthday voucher gift;
- Annual salary review;
- Premium Healthcare, annual health check;
- Regular technical seminar & external/ internal training courses;
- Providing free coffee, tea & snack;
- Internal engagement events: Team-building; Town-hall, birthday gift voucher, mid-autumn, new year and kick-off parties, yearly company trip;
- FireGroup Sports Clubs: Running, Football, Badminton, etc;
- Laptop/ PC/ Monitor are provided.
Contacts
Should you need more information about this job, reach out to us at: