Managed Services Engineer

Customer Success Hanoi, Vietnam


Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team providing high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience and process awareness to handle the day-to-day responsibilities of these offerings. 

As a Managed Services Engineer, you will:

  • Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
  • Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
  • Effectively prioritize and manage individual service ticket queues
  • Individually contribute to the team’s meeting or exceeding service KPIs.
  • Participate in regularly scheduled handover and triage meetings.
  • Complete assigned training and adhere to compliance requirements.
  • Embrace and promote continuous improvement efforts while providing feedback and input.
  • Be flexible to work any shift including weekends and to be on call outside of standard business hours

About you:

  • English language proficiency (C1 at least).
  • Minimum 3+ years operational experience in one or more of the following skills or environments:
    • Fast paced, high transaction NOC, Datacenteror or  Managed Hosting environment
    • Microsoft Azure Services
    • Supporting web based applications
    • Systems Administration experience with Windows Server, SQL Server and/or IIS
    • Virtualization Software and Services
    • Application and Data Security
    • Amazon Web Services (AWS)
    • CDN services
  • ITIL foundation training and certification preferred.
  • Must possess a sense of urgency and passion for customer service. 
  • Strong written and verbal communications skills.
  • Superb troubleshooting and analytical skills.
  • Must demonstrate the ability to address problems quickly. 
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.   
  • Excellent organizational skills.
  • Ability to handle and prioritize multiple tasks while maintaining attention to detail.
  • Flexibility to occasionally work outside normal business hours including weekends.
About us:
  • A free “Hacking day” per month for self-studying and researching any IT-related subjects;
  • 5 working days /week with flexible working time and no overtime;
  • Annual luxury Kick-off vacation;
  • International, professional, creative working environment and talented teams
  • Onsite opportunities in Europe and US;
  • Common cultural-sportive- art Clubs and activities, sponsored and/or supported by the Company (Ex: Football, GYM, Swimming, Guitar, English…).
  • Powerful workstation: Core i7-9700, 16-32 GB RAM, 02 x QHD 2560x1440 monitors (2K resolution);
  • 100% official salary during the probation period, 13 th month salary, annual salary raise;
  • Up to 03 extra paid-leave days per year
  • Social, Health and Unemployed Insurance are based on 100% Gross salary and fully paid by Company;
  • Extra bonus at $ 60 per special occasions (Birthday, Labor Day, National Day, Solar New year, Lunar New Year);
  • Lunch allowance at $30 per month;
  • Baby allowance for a child under 03 years old is $ 12 per month;
  • AON Premium Healthcare Insurance package for employees and their children up to 18 years old.
  • Daily various foods, drink, and seasonal fresh fruits;

    And many other benefits, let's join us to discover!