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Junior Product Support Engineer

  • Applications are considered on a rolling basis
  • Hong Kong
  • Applications are considered on a rolling basis
  • Hong Kong

Meet with the team

Application support team is a dynamic global organization, solving interesting, real-time problems. Engineers use their understanding of Meltwater technologies and products and work on our customer's business objectives to drive support tickets to closure.

About this role

As a Junior Product Support Engineer, you will administer a variety of technical projects related to the maintenance of the meltwater applications. You will make sure our customers’ problems are resolved at a high satisfaction level.

Key Performance Indicators would be client/sales satisfaction (as reported via feedback surveys and net promoter scores) along with the system and support SLAs being met and reduction of client churn.

What you will be doing?

  • Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, and project activities.
  • Respond to system-generated alerts/escalations relating to any failures on the service platform.
  • Investigate and troubleshoot tickets thoroughly and send out good responses.
  • Design and implementation of newsfeed and newsletters for clients.
  • Follow support case management practices, including meeting SLAs and making sure cases are kept up to date in the Support System of Record (JSM).
  • Clear, concise, and effective communication to customers, vendors, and within Meltwater.
  • Work effectively under high-pressure situations when there are escalations to handle.

The perks of working with us!

  • Awesome coworkers
  • Competitive Compensation Package
  • 20 paid holidays
  • Training program, conference, seminar for your personal and professional growth
  • Comprehensive Medical insurance for you
  • Business travel life insurance
  • Fun, ambitious and international working environment
  • Gym Allowance
  • Fun team outings
  • Well stocked kitchen with lots of snacks and drinks
  • And more…

Work with great people

Christina Yu
Managing Director
"Taking a job in sales took a lot of courage because it’s all about taking full ownership of my accomplishments and unlocking new sales targets."
Irene Shen
Client Success Manager, Hong Kong, Macau and Taiwa
"By providing a consistent and reliable experience for my clients, I can cultivate and preserve the trust while providing actual values to them."
Carmen Wong
Account Executive, Hong Kong, Macau and Taiwan
"Meltwater is a company tilled with top sales leadership, and the fast-paced dynamic environment has really changed my personal standards and priorities."
Samuel Lin
Analyst Manager, Media Insights & Analytics Team
"An average analyst only follows the instructions of others, but a high performing analyst creates impact to clients through new perspectives."

Skills & Requirements

We would love to see…

  • Degree in Computer Science is preferred
  • 1 to 2 years' experience in Application or Product Support
  • Excellent troubleshooting and problem-solving skills.
  • Investigation and diagnostic skills
  • Good understanding of at least one scripting or programming language, database, and basics of Unix/Linux
  • Experience with SQL/Database is preferred
  • Familiar with HTML, CSS, JavaScript, NodeJS, Regular Expression etc. is preferred
  • Application Support Experience
  • Fluent English communication skills, both written and spoken
  • Programming language knowledge

Desirable Skills

  • Experience with MongoDB/NoSQL or MySQL/MSSQL.
  • AWS Knowledge is a plus
  • Experience with developing or troubleshooting on social media platforms.
  • Design and/or web development.
  • Node.js, SQL, UNIX, and scripting
  • MongoDB, Elastic Search

Great Place to Work

  • Competitive salary & bonuses

  • Accelerated Career Path

  • Responsibility & Ownership from Day One

  • An Irreverent & Fun-Filled Work Environment

  • Overseas Conference & Progression Opportunities

  • A uniquely Meltwater culture like no other

  • Flat hierarchy and strong support groups

  • Diverse, high-performance & collaborative teams

  • Generous vacation leave & medical benefits

  • Global presence with flexible work arrangements

About the company

About Meltwater

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality.

Meltwater is recognized as a great place to work for talents globally. We have won several Top Employer awards worldwide and most recently been accredited as “Asia's Best Multinational Workplaces 2018”, “Best Companies to Work For in Hong Kong 2018”, “Best Companies to Work For in Greater China 2018” by Great Place to Work™.

Meltwater operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs. Learn more on https://www.meltwater.com/ and https://outsideinsight.com/

Unique Culture

Our culture is based on a fundamental belief in people and the potential they possess.

  • We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset
  • We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent
  • We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.

April Tang | Contact Person

I'm interested

Hong Kong
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