You are the technical bridge between our customer-facing teams and engineering. Our Deliverability Advisors, together with our Sales and Support team in Cebu, cover customer relationships, sales, billing, and everything a known SOP can handle. Everything outside that — deliverability problems that don't fit the playbook, integration breakage, anything not yet scripted — lands with you.
As our internal tooling matures, more of what lands on your desk today will be covered by an SOP tomorrow. Routine cases keep migrating away from you while you grow into the harder ones left behind. Your feedback is the input to that loop: the more you feed back, the faster the repetitive part of the job moves off your desk. The work stays fresh.
We want fresh, ambitious people with a startup mindset. If this looks like a job to you — clock in, clock out — this is not the right role for you.
This is an ambitious role: performance is measured on KPIs covering both availability and quality of work.
This is also a path, not a ceiling: TSEs who build up enough of this experience move into engineering roles.
TSE is an entry-level, trainee position in our tech team, and the signing figure reflects that. Within the first 6–9 months we expect you to level up — doing the work yourself that you used to hand off to engineering — and your salary to rise with it. Compensation grows in proportion to the value you add.
Recent graduates are welcome. This is a place to join, learn, and level up both your knowledge and your pay.
Key Responsibilities
- Technical Support & Communication Bridge: Collaborate directly with the Customer Support team in Cebu to handle incoming bug reports. Resolve issues within your capacity, or package complex bugs into clear, actionable handoffs for the Engineering team.
- Troubleshooting & Investigation: Directly inspect logs, raw APIs, and DNS records to trace the root cause (even for silent bugs) when a customer's cold email sequencer or mailbox malfunctions. You will cross-check our internal system state with Microsoft/Google infrastructure to debug domain configurations and optimize deliverability (inbox placement).
- Building Documentation (SOPs): Contribute to internal process improvements by documenting resolved cases into Standard Operating Procedures (SOPs). This empowers the Cebu team to handle similar repetitive issues independently in the future without escalating to engineering.
Ideal Qualifications
- 1–2 years of IT experience, alongside relevant education
- You work with AI coding agents (e.g. Claude Code, Cursor) — this is core to how the role works, not a nice-to-have
- Organised — able to hold many loose ends at once without losing the overview
- Written English: C1 or above
- Spoken English: B2 or above — comfortable holding a full conversation
- Willing to relocate to Da Nang, Vietnam, and to transition to a fully on-site setup once our in-person office opens (planned early next year)
- Schedule flexibility to cover European and American time zones, outside normal Vietnam office hours — your hours are negotiable, and so is the compensation attached to them. You should be comfortable not working a 9-to-5
