Application/Systems Support Engineer

About this role

About Us
Established in 2009, EPOS Vietnam serves as the technical hub of EPOS Singapore, a leading provider of cutting-edge Point-of-Sale (POS) and SaaS solutions. Backed by Ant International — a global leader in digital payments and financial technology — we play a pivotal role in developing innovative, scalable, and user-centric digital solutions that power EPOS products. Our technologies enable thousands of SMEs in Singapore, and with ongoing expansion plans across Asia, to digitize and grow their operations through cost-effective and reliable platforms.
At EPOS Vietnam, we cultivate a collaborative and dynamic culture driven by innovation and a passion for transforming businesses through technology. Join us to shape the future of digital solutions across Asia and beyond!

Key Contributions
As an Application/Systems Support Engineer, you will be responsible for supporting the day-to-day operation of application systems. You will work closely with clients and technical teams to troubleshoot system-related issues, understand end-to-end workflows, propose appropriate solutions, and coordinate issue resolution.

• Provide application and system support to clients, including troubleshooting and guidance on system workflows and usage.

• Investigate client-reported issues by understanding system behavior, business workflows, and expected outcomes.

• Analyze issues, identify potential causes, and propose appropriate solutions or workarounds.

• Collect relevant issue details, assess business impact, and escalate complex issues to the technical team when required.

• Collaborate with technical teams to investigate issues, communicate client requirements, and drive issues through resolution.

• Manage and follow up on incidents and client issues, ensuring they are properly documented, prioritized, and resolved.

• Maintain documentation of common issues, troubleshooting steps, solutions, and system workflows to improve support efficiency.

• Identify recurring issues and support continuous improvements to system stability, support processes, and client experience.
Requirements

• Bachelor’s Degree in Computer Science / Information Technology / Software Development or related fields

• 2+ years of experience in Application Support, Systems Support, Technical Support, or a similar role, with hands-on experience troubleshooting application and system-related issues

• Good understanding of application systems, business workflows, and end-to-end processes, with the ability to investigate issues and propose appropriate solutions or workarounds

• Familiarity with debugging, logging, and application monitoring tools is a plus

• Experience working with incident management and ticketing processes, including issue tracking, escalation, and resolution follow-up

• Strong analytical, problem-solving, and troubleshooting skills, with the ability to handle ambiguous issues and approach problems from multiple perspectives

• Fluent English communication is mandatory, with the ability to clearly communicate technical issues and solutions to clients, stakeholders, and technical teams

• Willingness to work on a rotation-based support schedule, including weekends, and manage multiple issues and stakeholders effectively
Benefits
We are a multinational, product-driven company specializing in proprietary POS solutions — developing in-house and delivering directly to our worldwide customers.

Benefits

• Recognition & Rewards:

• Performance Bonus (subject to the company’s business results and the employee’s performance evaluation)

• Biannual Performance Review and Salary Adjustment

• Comprehensive Insurance Coverage:

• Full government public insurance contributions based on gross salary

• Premium health insurance

• Annual health check

• Clear career development and growth structure; Training sessions and Learning workshops

• 14 days of annual leave and one additional day of leave for every year of service

• Laptop/MacBook and top-notch facilities are provided based on each role

• Agile/Scrum-based internal workflows for efficient and collaborative development

• Company trips, parties and regular team-building activities; Weekly happy hour, coffee, snacks, and board games

• Overseas travel opportunities based on the individual performance and policies for each evaluation period

Working Environment & Culture

• International Workplace: English-speaking environment

• Positive and Open-Minded Culture: Engineers are encouraged to propose innovative solutions that enhance productivity and code quality

• 1-on-1 Mentorship: Monthly coffee sessions with managers offer personalized feedback, goal setting, and career development opportunities

• Flexible Working Hours: Promote work-life balance and individual productivity