[Hiring] Technical Support Engineer @Novidea

Role Description

Novidea is seeking a motivated Student Technical Support Engineer to join our global Support team and provide technical coverage during night hours. This is an excellent opportunity for a Computer Science, Information Systems, Software Engineering, or similar student who wants to gain hands-on experience working with enterprise software, Salesforce, APIs, integrations, databases, and real customer production environments.

You will be responsible for monitoring and handling incoming customer cases from the Asia / Australia region, performing initial technical investigations, identifying and resolving known issues, and escalating complex cases with the relevant technical information.

Work schedule: Sunday night - Friday Morning 02:00–09:00, 2-3 shifts a week.

What You'll Do

• Monitor and manage incoming customer cases during the night shift.
• Perform initial technical investigation and troubleshooting.
• Gather relevant logs, error messages, screenshots, and reproduction steps.
• Investigate application configuration and data-related issues.
• Use internal tools and knowledge resources to resolve known issues.
• Perform basic data investigation using queries and troubleshooting tools.
• Assist with API and integration troubleshooting.
• Identify urgent or high-impact issues and follow the appropriate escalation process.
• Escalate complex issues to senior Support Engineers or Senior CS with clear and complete technical information.
• Communicate clearly with customers and internal teams.
• Document solutions and contribute to the Support knowledge base.

Qualifications

• Current student in Computer Science, Information Systems, Software Engineering, or another relevant technical field.
• Familiarity with Salesforce.
• Strong technical aptitude and curiosity - you enjoy understanding why something isn't working.
• Basic understanding of programming concepts.
• Basic understanding of databases and SQL.
• Familiarity with web technologies, APIs or JSON is an advantage.
• Strong problem-solving and analytical skills.
• Excellent written and spoken English.
• Ability to work independently and make decisions during night hours.
• Availability to work regular 02:00–09:00 shifts (Sunday night - Friday Morning).

Requirements

• Previous experience in technical support, IT, QA, NOC, or a technical customer-facing role (Nice to Have).
• Experience using SQL or querying data (Nice to Have).
• Familiarity with REST APIs or Postman (Nice to Have).
• Experience with Jira or similar ticketing systems (Nice to Have).

What You'll Learn

• Hands-on troubleshooting of a complex enterprise SaaS application.
• Salesforce Platform fundamentals.
• API and integration troubleshooting.
• Production incident and case management.
• Working with logs, data, and technical diagnostic tools.
• How Support, Product, and Engineering collaborate to resolve complex customer issues.