Account Manager

Position: Support Engineer
Location: Bangkok, Thailand (Hybrid)

About the Company
Manatal is a fast-growing HRTech SaaS company headquartered in Bangkok, trusted by thousands of businesses in over 135 countries. Were on a mission to simplify and transform the hiring process with best-in-class AI-powered recruitment tools.

Role Overview
As a Support Engineer, youll serve as the technical bridge between our Customer Success and Product/Engineering teams. Youll troubleshoot, diagnose, and resolve customer issues, contribute to product improvements, and help ensure every client gets the most value from Manatals platform.

Key Responsibilities

• Provide second-level technical support via email, phone, ticketing system, and live chat
• Reproduce, isolate, and diagnose software issues (including search, indexing, integrations) in our SaaS product
• Escalate and track bugs, collaborating closely with Product and Engineering to drive timely fixes
• Author and maintain clear technical documentation, knowledge-base articles, and FAQs
• Deliver onboarding sessions and training materials for new and existing customers
• Monitor system health, logs, and performance metrics; proactively identify potential issues
• Participate in release rollouts, beta programs, and feature validation, gathering customer feedback
• Collaborate on support process improvements, including automations and self-service enhancements

Qualifications

• Bachelors degree in Computer Science, Engineering, or equivalent
• 2+ years in a technical support or support engineering role within a SaaS/B2B environment
• Strong SQL skills and experience with relational databases (PostgreSQL/MySQL)
• Familiarity with search technologies (OpenSearch/Elasticsearch) and basic vector-search concepts
• Hands-on experience with RESTful APIs (FastAPI or similar) and scripting (Python, Bash)
• Comfortable working with cloud platforms (AWS) and container technologies (Docker/Kubernetes)
• Excellent analytical and problem-solving skills, with keen attention to detail
• Strong written and verbal communication in English; additional languages (e.g., French, Arabic) a plus
• Ability to thrive in a fast-paced, collaborative startup environment

Preferred

• Experience supporting AI/ML-driven or recommendation-engine products
• Familiarity with CI/CD pipelines, monitoring tools (Prometheus, Grafana)
• Basic frontend debugging skills (JavaScript, React)

What We Offer

• Competitive salary and annual performance bonus
• Comprehensive health insurance and wellness benefits
• Flexible hybrid working arrangement
• Learning & development budget for courses, conferences, and certifications
• A supportive, inclusive team culture with regular social and learning events
• Added line