Support Engineer (外商半導體-新竹)

Key Responsibility:

• Provide front-line L1 and L2 operational support for TPS applications and products across the supported global footprint.
• Receive, acknowledge, classify, prioritize, troubleshoot, resolve, or route incidents and service requests in accordance with defined procedures and SLAs.
• Achieve high first-contact resolution by using approved knowledge articles, SOPs, runbooks, checklists, and diagnostic tools.
• Perform functional and technical triage, reproduce issues where feasible, collect relevant evidence, and engage the appropriate resolver group when escalation is required.
• Maintain end-to-end ownership of assigned tickets through closure, including follow-up, validation, customer confirmation, and complete resolution documentation.
• Monitor priority queues and ensure timely response and resolution for I1-I4 incidents based on the applicable service levels.
• For major incidents, promptly join or coordinate the support bridge, provide internal updates, capture timelines and actions, and support technical diagnosis and recovery activities.
• Identify repeat incidents and problem candidates; contribute to root-cause analysis, corrective actions, preventive actions, and knowledge creation.
• Apply approved Awaiting Information or pending states correctly and record supporting details in ServiceNow.
• Create, update, and use knowledge articles, SOPs, runbooks, work instructions, checklists, troubleshooting guides, and shift handover notes.
• Participate in knowledge-transfer sessions, shadow and reverse-shadow activities, assessments, and transition exit criteria.
• Ensure operational documentation remains accurate, reusable, and aligned with the approved support model.
• Support monthly SLA/KPI reporting using live ServiceNow data and maintain data quality required for accurate measurement.
• Contribute to improvements in First Call Resolution, CSAT, response and resolution compliance, backlog health, and mean time to resolve.
• Identify opportunities for ticket deflection, self-service, workflow improvement, monitoring, and L1/L2 automation, subject to governance and security requirements.
• Comply with customer security, data-protection, confidentiality, and operational policies.
• Strong written and verbal communication skills, with the ability to interact professionally with global customers and technical teams.
• Customer-first mindset with ownership, urgency, attention to detail, and disciplined follow-through.
• Ability to work independently in rotational shifts while collaborating effectively across regions and resolver groups.
• Strong analytical and structured problem-solving skills, with sound judgment on priority and escalation.

Key Skills:

• Strong experience in Level 1 and Level 2 application or product support within an enterprise environment.
• Hands-on experience managing incidents and service requests using ServiceNow or an equivalent ITSM platform.
• Min 2 years of experience in .Net, Angular version > 13 and C++.
• Working knowledge of ITIL practices covering incident, problem, knowledge, escalation, and major incident management.
• Ability to perform initial diagnosis using logs, error messages, system behavior, known-error records, runbooks, and knowledge articles.
• Ability to troubleshoot application, database, interface, connectivity, configuration, and user-access issues.
• Working knowledge of SQL for data validation and basic analysis, along with Windows/Linux operating environments.
• Experience meeting response and resolution SLAs while maintaining accurate ticket updates, categorization, priority, and resolution notes.
• Strong customer communication skills, including clear status updates, information gathering, and effective hand-offs to resolver groups.
• Willingness to work in a global 24x5 support model and provide on-call coverage for critical incidents, including weekends and holidays as required