Job Description

SeatOS is on a mission to transform the ground & sea travel industry and is part of the industry leading group, Travelier. We're building the dominant Transport Management System (TMS) in APAC.

We’re looking for a Technical Support Specialist to join our team in Bangkok. The Technical Support Specialist is the central technical point-of-contact for customer issues, hardware setup, and internal troubleshooting across SeatOS. You’ll handle escalations from our Tier 1 support team, manage all hardware setup and maintenance, and act as the bridge between Customer Support and Engineering.

Your goal: resolve as much as possible before it hits Engineering — and keep SeatOS systems stable, performant, and well-documented.

Key Responsibilities

1. Tier 2 Technical Escalation

• Serve as the first technical escalation point for all issues from Tier 1 support (bugs, POS issues, kiosk failures, latency problems, etc.).
• Reproduce and diagnose reported problems through log review, API checks, and real-time testing.
• Investigate issues using internal dashboards (error rates, latency, system health) and take appropriate remediation actions.
• Collaborate closely with Customer Success and Account Management to ensure rapid, accurate resolution.

2. Engineering Escalation Management (Tier 3)

• When issues require code-level fixes, escalate to Engineering with full supporting documentation:
• Steps to reproduce
• Expected vs. actual behavior
• Logs, error screenshots, or screen recordings
• Actions already taken
• Track tickets through resolution and ensure fixes are verified before closure.

3. Hardware Setup & Maintenance

• Own the setup and configuration of all SeatOS hardware (POS terminals, kiosks, printers, scanners, etc.).
• Follow deployment requirements from BD and AM teams to ensure customer hardware is ready and tested.
• Manage hardware inventory and configuration through Sunmi TMS (Terminal Management System).
• Perform regular sanity checks and preventative maintenance to ensure uptime.

4. Field Support (Onsite Assistance)

• Occasionally travel to customer locations to install or troubleshoot hardware (POS, kiosks, or network-related systems).
• Support new deployments and operator go-lives as needed.

Additional Recommended Responsibilities

5. Internal QA / Pre-Release Testing

• Participate in UAT (User Acceptance Testing) for new product releases and features.
• Validate that new versions do not break existing hardware integrations or core workflows.

6. Documentation & Knowledge Base

• Build and maintain internal troubleshooting guides, FAQs, and setup documentation to improve Tier 1 self-sufficiency.
• Record common incident patterns and help define standard operating procedures (SOPs).

7. Incident Reporting & Analysis

• Identify recurring issues and collaborate with Product and Engineering to prioritize root-cause fixes.
• Contribute to monthly incident reviews and post-mortems to prevent repeat problems.

Requirements

• 3-4 years in a technical and/or customer support role for a technology company.
• Excellent written and verbal communication in English & Thai.
• Ability to self-manage, multi-task and ensure completion of tasks independently.
• Fast learner, able to work under pressure and independently. Proactive approach, looking to enhance and improve the day to day work.