Established in 2009, EPOS Vietnam serves as the technical hub of EPOS Singapore, a leading provider of cutting-edge Point-of-Sale (POS) and SaaS solutions. Backed by Ant International — a global leader in digital payments and financial technology — we play a pivotal role in developing innovative, scalable, and user-centric digital solutions that power EPOS products. Our technologies enable thousands of SMEs in Singapore, and with ongoing expansion plans across Asia, to digitize and grow their operations through cost-effective and reliable platforms.
At EPOS Vietnam, we cultivate a collaborative and dynamic culture driven by innovation and a passion for transforming businesses through technology. Join us to shape the future of digital solutions across Asia and beyond!
Key Contributions
Responsibilities
As an Application/Systems Support Engineer, you will be responsible for supporting the day-to-day operation of application systems. You will work closely with clients and technical teams to troubleshoot system-related issues, understand end-to-end workflows, propose appropriate solutions, and coordinate issue resolution.
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Provide application and system support to clients, including troubleshooting and guidance on system workflows and usage.
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Investigate client-reported issues by understanding system behavior, business workflows, and expected outcomes.
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Analyze issues, identify potential causes, and propose appropriate solutions or workarounds.
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Collect relevant issue details, assess business impact, and escalate complex issues to the technical team when required.
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Collaborate with technical teams to investigate issues, communicate client requirements, and drive issues through resolution.
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Manage and follow up on incidents and client issues, ensuring they are properly documented, prioritized, and resolved.
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Maintain documentation of common issues, troubleshooting steps, solutions, and system workflows to improve support efficiency.
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Identify recurring issues and support continuous improvements to system stability, support processes, and client experience.
Requirements
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Bachelor’s Degree in Computer Science / Information Technology / Software Development or related fields
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2+ years of experience in Application Support, Systems Support, Technical Support, or a similar role, with hands-on experience troubleshooting application and system-related issues
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Good understanding of application systems, business workflows, and end-to-end processes, with the ability to investigate issues and propose appropriate solutions or workarounds
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Familiarity with debugging, logging, and application monitoring tools is a plus
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Experience working with incident management and ticketing processes, including issue tracking, escalation, and resolution follow-up
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Strong analytical, problem-solving, and troubleshooting skills, with the ability to handle ambiguous issues and approach problems from multiple perspectives
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Fluent English communication is mandatory, with the ability to clearly communicate technical issues and solutions to clients, stakeholders, and technical teams
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Willingness to work on a rotation-based support schedule, including weekends, and manage multiple issues and stakeholders effectively
Benefits
We are a multinational, product-driven company specializing in proprietary POS solutions — developing in-house and delivering directly to our worldwide customers.
Benefits
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Recognition & Rewards:
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Performance Bonus(subject to the company’s business results and the employee’s performance evaluation)
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Biannual Performance Review and Salary Adjustment
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Comprehensive Insurance Coverage:
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Full government public insurance contributions based on gross salary
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Premium health insurance
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Annual health check
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Clear career development and growth structure; Training sessions and Learning workshops
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14 days of annual leave and one additional day of leave for every year of service
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Laptop/MacBook and top-notch facilities are provided based on each role
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Agile/Scrum-based internal workflows for efficient and collaborative development
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Company trips, parties and regular team-building activities; Weekly happy hour, coffee, snacks, and board games
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Overseas travel opportunities based on the individual performance and policies for each evaluation period
Working Environment & Culture
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International Workplace: English-speaking environment
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Positive and Open-Minded Culture: Engineers are encouraged to propose innovative solutions that enhance productivity and code quality
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1-on-1 Mentorship: Monthly coffee sessions with managers offer personalized feedback, goal setting, and career development opportunities
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Flexible Working Hours: Promote work-life balance and individual productivity