Application Support Engineer
Ekino Vietnam

Full time
Hiring 1 people
Under 1 year
Ho Chi Minh
Published 25/09/2023

Working Address

  • 184 Đ. Lê Đại Hành, Phường 15, Quận 11, Thành phố Hồ Chí Minh, VietnamView map

Job Description

Main tasks and activities

The Software Support Engineer participates in the maintenance stage of a portal application in operational condition, from end to end in compliance with Service Level Agreements.

The main missions will include but not be limited to:

  • Take charge of incidents and requests; process and monitor them until they are completed.
  • Analyze the root causes of the interrupted or degraded service; solve/ communicate with level 3 support or related teams.
  • Resolve the major or recurring incident problems.
  • Monitor the application (alert and performance).
  • Coordinate with other teams in connection with the portal (key-user, support, build, project ...).
  • Communicate the state of the service on incident and operation.
  • Ensure the proper execution of operational tasks.
  • Write post incident reviews following major incidents and deliver reliable actions.
  • Proactively initiate the ideas, actions to improve the quality of the service.
  • Update the portal documentation and transmit knowledge to the level 1 support teams (helpdesk & monitoring).

Skills & Required Knowledge

  • Ability to self-organize, prioritize tasks to understand critical level of incidents 
  • Have analyzing, logical thinking, and problem-solving skills to identify the issues among multiple integrated data flow
  • Strong self-learning ability with calm and patient traits
  • Clear communication
  • English skills:

- Good reading and writing for professional business

- Basic listening and speaking 

  • Keen to learn new technology (MS Azure, MS service…)
  • Basic knowledge of Microsoft Azure, Information Technology Infrastructure Library (ITIL) methodology
  • Experienced in using one of the tools: ITSM, Azure monitoring, AppInsights is an advantage.
  • Nice-to-have knowledge: cloud services, micro-services, network, and concept of application architecture (flow, network equipment, esb, API...) or other IT network, system, hardware.

Preferred Professional background

  • Fresher or 1-2 years of experience in similar role (software support specialist, application support/administrator) with strongly committed to pursue software support career path. 
  • Basic knowledge about programing 
  • Cloud Azure and Kafka knowledge and/or certifications are advantageous.

Reporting line

  • Direct reporting to Support Manager based in Ho Chi Minh City
  • Working time: 5 days - 40 hours/ week (including weekend and national holidays), which is divided into 3 shifts:

- Shift 1: 06:00 AM - 02:00 PM

- Shift 2: 02:00 PM - 10:00 PM 

- Shift 3: 10:00 PM - 06:00 AM

  • Allow to work from home for shift 2 and shift 3 under supervision. 
  • The specific weekly working schedule will be assigned by the Support Manager.


It Support
Technical Support
Critical Thinking
Problem Solving And Time Management


  • Attractive salary and bonuses (Annual and Performance Bonus)
  • Ensure private healthcare insurance package, yearly medical check-up, support allowance...
  • Total 23 days of paid annual leave
  • High-ownership working environment, challenging projects, on-the-job coaching, and training programs
  • Great-place-to-work activities (company trips, sports clubs...)
  • Opportunity to be on-site in France
Company Info
Ekino Vietnam
Ho Chi Minh
51-100 employees
Ho Chi Minh
51-100 employees
IT/ Software
IT/ Web
Information Technology & Services


ekino is a French company specialised in Conception, Design, Development and Maintenance of digital solutions: Digital Platforms, Websites, Mobile Applications. We build innovative solutions from the ground up with open technologies. Our solutions are integrated with legacy systems (e-commerce, billing, provisioning, leads, CRM,...) and help business and digital managers to meet their objectives. ekino in Vietnam Ekino Vietnam has been operating in Ho Chi Minh City since 2013. ekino is part of the Havas/ Vivendi Group. We work with other agencies in the network or directly with Asian and European clients. With relentless endeavors, since 2020, ekino has become a part of the new Havas CX network, a new global network bringing together over 1,200 specialists in digital transformation, eCommerce, customer experience design and customer acquisition and engagement from Havas’ global and local agencies. With around 200 employees, ekino Vietnam is one of the fastest growing agencies of Havas Group.

Working Address

184 Đ. Lê Đại Hành, Phường 15, Quận 11, Thành phố Hồ Chí Minh, VietnamView map