Technical Customer Support Associate

Top 3 Reasons To Join Us

The Job

About NamiTech

NamiTech is one of Vietnam’s leading AI technology companies, backed by FPT Corporation and Thien Viet Investment Fund (TVS). We are committed to developing world-class AI products for both domestic and international markets. Our technology portfolio includes Voice AI, Speech Recognition, Voice Biometrics, Sentiment Analysis, Natural Language Processing (NLP), and other AI-powered solutions.

With a talented team and a culture of innovation, collaboration, and continuous learning, our mission is to build world-class AI products made in Vietnam and bring them to the global market.

Job Summary

As a Technical Customer Support Associate, you’ll help customers solve technical issues with NamiTech’s AI products, including Voicebot, Chatbot, Agent Scoring, Agent Assist and Voice Biometrics. You’ll be the link between our customers and our Dev, QA, Infra and Product teams.

No deep coding required. Your job is to look into issues by checking data, logs and basic settings, solve what you can, and bring in the right team when needed. You’ll be trained on our products before handling cases on your own. Fresh graduates are welcome.

Key Responsibilities

• Receive customer requests from our ticket system and email, understand the issue and decide how urgent it is.
• Keep each ticket up to date so customers and teammates always know where things stand, and make sure issues are handled on time.
• Look into issues: try to reproduce them, and check the user’s account, service status, input data and basic settings.
• Check logs, test APIs, and look up data with simple SQL queries (read-only) using our tools and guides.
• Figure out what kind of issue it is: user mistake, setup, data, integration, AI quality, software bug or system issue.
• Solve common issues using our troubleshooting guides, or work with the Dev, QA, Infra, Product or partner teams on more complex ones, and follow up until they are fixed.
• Keep customers updated in Vietnamese and English, explaining technical matters in simple, clear language.
• After training, handle common cases on your own and help improve our troubleshooting guides and FAQs.

Out of scope

To help you focus on supporting customers, these tasks are handled by our Dev, Infra and technical teams:

• Fixing or changing source code.
• Designing system architecture or technical solutions.
• Changing live data or releasing updates to the live system (these always need approval).
• Confirming the final cause of a technical issue or promising fix dates to customers.

Your Skills and Experience

Requirements

Must Have

• Degree in IT, Computer Science, Software Engineering, Telecommunications or a related field. 0–2 years of experience; fresh graduates are welcome.
• Basic understanding of how web applications, APIs, databases and logs work, and the difference between test and live environments.
• Clear, logical thinking: able to describe a problem and read logs and technical data at a basic level.
• Basic knowledge of, or willingness to learn, SQL, Postman, JSON, Linux commands and browser developer tools.
• Able to read technical documents and write emails in English.

Working Environment & Soft Skills

• Taking ownership of your tickets and keeping people updated.
• Enjoying problem-solving and finding out why things don’t work.
• Communicating clearly and politely with customers and teammates.
• Handling customer information with care.
• Being eager to learn different products and staying calm when an issue is urgent.
• Occasionally visiting customer sites, for example during product launches, testing, training or urgent issues. This is not a permanent onsite role.
• Joining a rotating schedule for urgent issues outside office hours when needed, with compensation or time-off according to company policy.

Nice to Have

• Experience in IT support, helpdesk, testing or a similar role (internships count).
• Hands-on experience with SQL, Postman, or ticket tools such as Jira or Zendesk.
• Interest in AI products (Chatbot, Voicebot, Speech-to-Text) or knowledge of banking, insurance or call centers.
• Japanese language skills.

Why You'll Love Working Here

• Competitive salary.
• Full social insurance and premium health insurance.
• Annual performance review with promotion opportunities.
• Five-day workweek (Monday–Friday).
• Work on cutting-edge AI technologies alongside talented engineers.
• International career opportunities in Japan, the United States and other markets.
• Company trips, Year End Party, team building and sports activities.