Technical Support
Coda
With 600+ people from 57 nationalities across 23 locations, we’re a truly global team headquartered in Singapore, with offices in Amsterdam, Dubai, Bristol, Shanghai, Eindhoven, and across Southeast Asia.
We power global commerce through a dual model. Our B2B solutions, Codapay, Coda Webstore, Coda Links, Coda Distribution, and Giftcloud, enable publishers and brands to monetize and distribute digital content globally. On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com, Startselect.com, and mobiletopup.co.uk, that give customers secure and easy access to game top-ups, digital credits, vouchers, gift cards and prepaid products in over 70 markets.
Our culture is built on respect, ownership, and collaboration. We move fast, support each other, and celebrate wins together.
If you’re looking to grow your career and make a real impact in a global team, Coda is the place for you.
What you'll do
- Provide high-quality technical support to Coda's users, in-house developers, and global partners via various communication channels.
- Monitor platform health and service availability using internal tools and dashboards; proactively identify and respond to anomalies, outages, and performance issues.
- Assess, triage, and manage technical and functional inquiries from global stakeholders, ensuring clear communication and prompt resolution.
- Manage and prioritize multiple support cases concurrently, maintaining efficiency, accuracy, and SLA adherence.
- Assist internal and external stakeholders in QA testing to validate functionality and ensure system reliability and performance.
- Identify, investigate, and document incidents; escalate critical issues to the appropriate engineering or operations teams when needed.
- Take ownership of incident response processes, including detection, impact analysis, stakeholder communication, coordination of response teams, and post-incident reviews.
- Contribute to continuously improving monitoring, alerting, and incident management processes to enhance system resilience and operational efficiency.
What you'll bring
- Minimum of 3 years of technical support experience, preferably within the payments, e-commerce, fintech, or gaming sectors.
- Diploma or degree in Computer Science, Information Technology, or related certifications.
- Excellent written and verbal communication skills in English; proficiency in Chinese is a plus, but not mandatory.
- Flexibility, adaptability to changes, and an intense urgency in addressing critical issues.
- Exceptional attention to detail, along with effective problem-solving and time-management skills.
- Basic understanding of programming languages and software development processes.
- Willingness to work in shifts, including evenings, overnight hours, weekends, and public holidays as needed.
- Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution.