DragonPass is a global B2B2C Airport services provider developing fintech travel solutions for companies such as Barclays, Visa, MasterCard, RBS, Revolut and many similar companies all around the world. Services range including Transport Security Fast Track, Airport lounges and Airport restaurants. Our main aim is to simplify technical complexity. We essentially help our end customers use a multitude of services across an array of complexity in as easier a manner as possible. All of this must be done with beautiful UI and UX.
DragonPass has headquarters in Guangzhou, with the international headquarters outside of China being in Hale, Cheshire. There are additional offices in London, Sao Paulo, Johannesburg, Singapore, Shenzhen, Beijing and Shanghai.
The business is growing very quickly and looking to recruit individuals with a passion for travel, networking and self-development.

What will you be doing?
The 24/7 technical support engineer will be acting as a bridge between development team and clients/account management team.
Bilingual is mandatory to communicate with the development team and clients/account management team.
The 24/7 technical engineer shall handle the call/email from clients for any incidents or 7system outage.
The 24/7 technical engineer shall provide an incident report for any issue and provide incident status update for the stakeholders.
Check error log from the monitoring system and, identify the root cause of the issue.
Create and manage the incident ticket in JIRA.
Identify the areas/parts of the system/service causing the issue, and the corresponding impacts to the customer.
Create the standard operation support documents in English.
Implement the urgent fix based on the standard operation support documents with the support from the DevOps at infrastructure level.
Filter the non-critical issues that can be fixed in next day.

Preferred skills
One or more years of experience in 24/7 Technical support
Excellent hands-on support experience in AWS/ Azure
Knowledge of programming languages such as Java
Strong experience in Linux and Terraform
Proficiency in writing automated scripting language in Python
Experience in monitoring tools – Grafana, or any other monitoring tools
Understanding of full-stack web/mobile, including protocols and web server optimization standards
Broad understanding of Oracle, MySQL, NoSQL Database experience, such as MongoDB
Proficient in English and Mandarin language skills