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Job updated about 1 month ago

Job Description

Role purpose

The primary role of this job is to provide the technical support of products to our worldwide engineers and customers.

Key Responsibility

  • Provide technical support to a large scale of products.
  • Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
  • Log, investigate and track technical issues from clients.
  • Closely monitor application events via web-based monitoring system.
  • Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
  • Adhere to incident management KPI's.
  • Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
  • Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
  • Deploy products' features and fixes to live environments whilst understanding the potential impacts on various systems.
  • Document technical articles and problem resolution steps in company knowledge base system.
  • Identify and develop ideas to enhance tools, process, training, techniques etc.
  • Work diligently and responsibly on all live environments.
  • Provide excellent services to both internal and external parties in a timely manner.
  • During a period of off time, each employee, especially for the pre-scheduled employee is still recommended and encouraged to:
    1. Be available for contact at all times by phone and/or by other electronic methods; and
    2. Upon taking the assignment for Overtime prepare self to be ready within 30 minutes to use a computer and internet connection to start working Overtime.



  • Relevant Degree or post-secondary education (Ex. BSc IT / IS).
  • Strong understanding of Network infrastructure, IT system monitoring tools and service management concepts.
  • Microsoft Certified: Azure Administrator Associate certification and/or Microsoft Certified: Azure DevOps Engineer Expert. (Or equivalent certification)
  • AWS Certified: AWS Certified Solutions Architect – Associate (or equivalent certification)
  • Demonstrate a strong understanding of SQL2014->2019 including proven working experience with TSQL scripting.
  • Strong understanding or working knowledge of API concepts/support/deployment and integration processes.
  • Experience with Mobile App support and deployment.
  • Internet Information Services (IIS). Understanding configuration, optimization, and troubleshooting of IIS.
  • ITIL Certification would be advantageous. ITIL v3 and/or ITIL v4 Foundation certification.
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2 years of experience required
700,000 ~ 1,200,000 TWD / year
Partial Remote Work
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About us

Digital Forest Technologies is a world-class technical services provider, dedicated to serving the Asian Pacific region. We are always looking for fun-loving people to work with, those with a talent and passion for information technology. We strive to harness the latest technologies and creative ideas which challenge our teams daily to grow their skillset, driving forward the company’s service offerings. Our mission is to always provide the best innovative, reliable, and efficient technical services to our customers while supporting an immersive online experience.


Core Value (核心價值) :

1. Proactive (主動積極 ) : We take the initiative to make things happen

2. Integrity (誠信) : We always do the right thing, not the easy thing.

3. Innovation (創新) : Good is never enough. We always seek newer and better ways

4. Enthusiasm (熱忱 ) : We tackle all challenges without hesitation, and always maintain a positive outlook.

5. Multi Culture Collaboration (文化融合) : We ensure a harmonious working relationship, working together as one global team to achieve a common goal regardless of race, gender, or nationality.


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Human Resources
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Team Lead


Entry level
40K ~ 60K TWD / month