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AI Factory – Technical Support

4 weeks ago

Manila, National Capital Region, Philippines Fptcloud Full time

FPT Smart Cloud, a subsidiary of FPT Corporation, is a leading provider of AI and Cloud solutions, supporting over 3,000 global clients in industries such as finance, banking, and retail. We are committed to driving digital transformation through cutting-edge technologies and innovative services.

As an NVIDIA CSP Partner, we are investing $200 million in the AI Factory project, equipped with NVIDIA's advanced H100 and H200 GPUs and AI Enterprise frameworks. This initiative delivers GPU Cloud services to accelerate AI applications like Generative AI, enhance productivity, and support the development of high-value AI platforms for diverse industries.

What We Offer
  • Opportunity to work in a rapidly growing field, with significant investment from FPT in AI and cloud technologies.
  • Opportunity to lead high-profile cloud projects with cutting-edge technologies.
  • Dynamic, collaborative, and innovative work environment.
  • Competitive salary & package
  • Activities and culture with FCI and FPT Corporation
  • Professional development through courses and certifications.
Job Responsibilities
  • Overall: Ensure the 24x7 hotline is always available.
  • Customer Support: Receive and handle support requests from customers via phone, email, or ticketing systems; resolve technical issues related to cloud services, servers, networks, GPUs, etc.
  • Explanation and Guidance: Provide guidance on using services and explain features to customers; create and update user guides and FAQs.
  • Collaboration with Technical Teams: Work with system, network, and security engineers to resolve complex issues; ensure issues are escalated and resolved following proper procedures.
  • Monitoring and Reporting: Track the status of support requests and ensure timely resolution; report on incident trends and propose improvements to enhance service quality.
  • Knowledge Enhancement: Continuously update knowledge on the company's services and new technologies; participate in training sessions to improve technical support skills.
  • Support Database Management: Manage and maintain a database of resolved issues and corresponding solutions; ensure information in the database is always up-to-date and accurate.
Requirements
  • Education: Bachelor's degree in Information Technology, Computer Networking, or related fields.
  • Experience: More than 2 years of experience in technical support or customer service within the technology industry.
  • Technical Skills: Experience with systems, networks, and cloud services; experience with customer support tools like Jira, Freshdesk; ensure that operational and security processes comply with Japanese laws and regulations.
  • Language Skills and Culture Orientation: Japanese: Proficiency in Japanese is crucial for communicating with local customers and colleagues; English: Good English skills are necessary for collaborating with international teams and understanding technical documentation; Familiar with Japanese work culture for smoother integration and effectiveness; emphasis on teamwork and mutual respect is highly important.
  • Additional Skills and Knowledge: Experience working in cloud environments or large data centers; experience with cloud services such as AWS, Azure, GCP; excellent communication skills in both Japanese and English; strong problem-solving and logical thinking abilities; ability to work under pressure and manage time effectively.
  • Working Location: Site Hanoi: 7th Floor, FPT Tower, no. 10 Pham Van Bach Street, Dich Vong ward, Cau Giay district, Hanoi; Japan: Tokyo or other provinces/cities
  • Working hours: 8:30 AM – 12:00 PM; 1:00 PM – 5:30 PM
Contact

Pham Thi Ha My (Ms.) – Talent Acquisition Leader
Email: Mypth3@fpt.com | Phone: 0962456194
FPT Smart Cloud (FCI) Co., LTD
Address: 7th Floor, FPT Tower, No. 10 Pham Van Bach, Cau Giay Dist, Hanoi
Websites: FPT Cloud | FPT AI


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