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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

We at our Hong Kong office are looking for a Junior Product Support Engineer who wants to work in a dynamic global organization, solving interesting, real-time problems. We are looking for ambitious professionals who would like to grow with our Application Support team.

Product Support Engineer is a key technical role within the Global Support group. Engineers use their understanding of Meltwater technologies and products and work on our customer's business objectives to drive support tickets to closure.

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'll Be Doing:

  • The primary function of the Junior Product Support Engineer is to administer a variety of technical projects related to the maintenance of the meltwater applications.
  • 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.

Skills & Requirements

  • Degree in Computer Science
  • 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
  • SQL/Database experience
  • HTML, CSS, JavaScript, NodeJS, Regular Expression etc.
  • 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

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel in Europe and the U.S.

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 2000 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.

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.


Tincy Ninan | Contact Person

I'm interested
Meltwater Product & Engineering

Hong Kong
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