Nguyen Le Thien
Ho Chi Minh City
Summary
Dynamic Technical Support Engineer with proven expertise at HOSTFULLY, excelling in API integration testing and troubleshooting. Proficient in Python ,SQL,Selenium,etc..., I enhance product functionality while fostering collaboration across teams. Recognized for optimizing support processes, I effectively balance technical acumen with strong communication skills to drive customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
HOSTFULLY
07.2020 - Current
- Company Overview: Award-winning integrated Property Management Platform
- Handle customer subscription billing via Braintree and Stripe
- Address billing inquiries from partners and clients
- Troubleshoot customer-reported product issues to determine if they are due to bugs, user errors, or product limitations
- Communicate effectively with engineering teams to prioritize and resolve customer issues through a project management ticketing system and enhance documentation on product functionality and customer support best practices
- Collaborate with internal teams to influence Product, Sales, and Customer Success and assist tier 1 in resolving issues to reduce the engineering team's workload
- Use Splunk and SQL logs to troubleshoot issues
- Assist partners in resolving API-related problems
- Collaborate with partners to build API integrations, update API documentation, and test endpoint workflows
- Work closely with the Director to provide input on business growth and align revenue strategy with company objectives
- Manage team schedules to ensure adequate support queue coverage
- Support team members in skill development and motivate continuous improvement
- Interview new candidates to select those who can contribute to company growth
- Award-winning integrated Property Management Platform
freelancer
MULTILOGIN
05.2023 - 06.2024
- Company Overview: The leading anti-detect browser for efficient web scraping and multi-accounting
- Help support team to solve complex issue that needs more technical skills
- Fix issues by updating the SQL database
- Troubleshooting and solving problems of customers' accounts by checking Kibana, Ansible, Aws3, and Cassandra
- Writing scripts to fix internal issues of the system in Python and JS
- Create automation scripts based on the assigned tasks on JIRA in Selenium and Puppeteer
- Sometimes Playwright
- Using docker, a virtual machine to work with terminal scripts
- Testing APIs of the product
- Maintain the quality and resolution time of tickets
- Updating the status of JIRA tickets
- Working with developers to figure out solutions for complex problems
- The leading anti-detect browser for efficient web scraping and multi-accounting
API Tester
Vani Studio Viet Nam
Ho Chi Minh City
06.2022 - 06.2023
- Collaborated with customers to develop and integrate APIs, ensuring seamless connectivity and functionality.
- Enhanced internal API documentation to improve clarity and usability for developers and stakeholders.
- Conducted workflow and API integration testing with users, identifying and resolving issues for optimal performance.
- Assisted developers in optimizing product performance and improving API endpoints for efficiency and scalability.
- Worked cross-functionally with marketing, sales, and product teams to present the product and define testing workflows.
Operation Manager
TUI GROUP
10.2018 - 07.2020
- Company Overview: One of the world's largest leisure, travel, and tourism companies
- Managed destination service operations in Phu Quoc including finance activities, partnership development, tour operation, logistic management, and guest satisfaction,..
- Provided technical support and administrative support for the Phu Quoc office
- Served as the primary contact point to work with local authorities at the airport and on the island
- Trained to be a key account of the Vietnam Branch on using Asterix (TUI Group's standardized fully integrated system for all countries)
- One of the world's largest leisure, travel, and tourism companies
Customer Support Representative
TRAVELOKA
04.2018 - 10.2018
- Company Overview: Technology company aims to revolutionize human mobility with technology
- Managed customer cases through case management and customer database applications within allowable solving time (1 to 24 hours case by case)
- Acted as a second-tier point of escalation from the customer service team thus expected to solve cases related to ticketing, payment processing, issuance, amendment, relocation, and instruction
- Served as liaison between customer service with Payment and Ticketing Team
- Technology company aims to revolutionize human mobility with technology
Education
Bachelor - Environmental Science of engineering and management
HO CHI MINH CITY UNIVERSITY OF INDUSTRY
HO CHI MINH CITY, VIET NAMSkills
- Python
- SQL
- React
- JavaScript
- AWS
- Shell scripting
- JIRA
- RESTful APIs
- Selenium
- Postman
- Testing
Project 1
https://ngthien2911ecommerce.netlify.app
Languages
Vietnamese
First Language
English
Advanced (C1)
C1
Project 2
https://ngthien2911ecommerce.netlify.app
Timeline
freelancer
MULTILOGIN
05.2023 - 06.2024
API Tester
Vani Studio Viet Nam
06.2022 - 06.2023
Technical Support Engineer
HOSTFULLY
07.2020 - Current
Operation Manager
TUI GROUP
10.2018 - 07.2020
Customer Support Representative
TRAVELOKA
04.2018 - 10.2018
Bachelor - Environmental Science of engineering and management
HO CHI MINH CITY UNIVERSITY OF INDUSTRY
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