Tech Support Engineer, Process & Training

Grab

Petaling Jaya, Selangor
Permanent
Full-time

13 days ago

Company DescriptionLife at GrabAt Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.Job DescriptionGet to know our Team:The Tech Support Process & Training team plays a significant role in maintaining and improving technical procedures, enforcing good practices, analyzing key data metrics, managing tech-related Projects, and enhancing productivity through implementing best practices for different Tech related Processes.Get to know the Role:As a Tech Support - Process & Training Engineer, one of your key responsibilities will be to analyze data, interpret metrics, and come up with new suggestions that can contribute positively towards our tech and business operations. You will also be responsible for leading project initiatives from end to end, overseeing all aspects of the project lifecycle. In addition to this, you will be responsible for managing and updating detail-oriented Standard Operating Procedure (SOP) guidelines and documentation related to but not limited to Tech Support. You will also be responsible for Daily/Weekly/Monthly Reporting for different Metrics related to KPIs (Key Performance Indicators). Training and Knowledge sharing of processes will be an integral part of your job.The day-to-day activities:

Analyzing data to come up with trends, findings, and recommendations for improving the structure of processes and workflows
Project management that will involve thoroughly documented project details, milestones, and progress reports
Weekly reporting for different funnels used across Grab for capturing production issues/incidents using Dashboards such as Superset
Monitoring the Key Performance Indicators established to ensure a smooth and seamless experience for our Consumers & Customers
Responding to queries raised by our internal users related but not limited to Tech Processes and workflows
Catering requests for updating the metadata for Grab Tech Families in a centralized repository
Responsible for updating and maintaining the standardized workflows and processes across Grab Tech Families
Supporting our users in their needs of more real-time data, always with a view to self-service and automation where possible
Provide Grab Tech-wide training on processes related but not limited to Tech Support

QualificationsThe must-haves:

Hands-on experience on Jira Cloud & Server ticketing management system
Familiar with SQL, be able to write efficient SQL and use reporting tools like PowerBI/Superset
Possess good communication and analytical abilities with proven design skills.
Proficiency in effectively performing and communicating data analysis through analyzing trends
Familiarity with industry-standard project documentation practices and templates
Good understanding of system performance and scaling
Must have experience in ticket troubleshooting and escalation of production issues tickets
Proficiency in problem-solving and incident-management skills is essential
Ability to think critically of the current systems regarding growdwth and stability
The Grab 4H principles: Heart, Hunger, Honour, and Humility
Ability to easily pick up new technologies: you are keen to learn and expand your knowledge
Customer centricity: you always go above and beyond to deliver a first-class service to your users

Nice to have

Scripting knowledge for Jira Scriptrunner
Knowledgeable in at least one of the programming languages Java, Scala, Python, or Go

Additional InformationOur CommitmentWe recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.

Grab

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