Technical Support Engineer (APAC Remote)

100% Remote · UTC+08:00 · Reports to the CTO
Fluent Mandarin & English required

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:: Remote_Only :: UTC+08:00 :: Mandarin_English :: Customer_Facing :: Freight_Logistics

The Role

About

We are building Open Nexus, an OSS collaboration platform for freight forwarders, consignees, and shippers. Our users depend on us to move cargo across the world — when something breaks, they need help fast, in their language, and within their timezone, from someone who understands their world.

This is not a L1 role. You are more than a bridge between our customers in Asia and our engineering team in Europe. Your day ranges from calming a stressed ops employee on a WeChat call, to pulling Docker logs and correlating a Sentry trace, to writing a structured GitLab issue a developer can act on immediately after waking up. You don't need to write our Golang backend — you need to understand it well enough to know where a problem lives and how to communicate it.

Responsibilities

What You'll Do

//Customer Support & Empathy

Be the calm, competent human on the other end of the line when a shipment won't update. Listen deeply, set clear expectations on resolution timelines, and follow up proactively. In critical cases, page an engineer to work on a fix together right away.

//Onboarding & Training

Run remote onboarding sessions for new forwarder, consignee, and shipper accounts. Explain platform features in plain Mandarin, tailored to both tech-savvy coordinators and less technical users. Build a lightweight knowledge base of FAQs and short screen recordings over time.

//Observability & Triage

Use Sentry and application logs to pinpoint the exact timestamp and error context of a reported issue. Distinguish a backend problem from a frontend one. Restart services at the Docker level when necessary and safe.

//Bug Reporting & Handover

File precise, actionable GitLab issues — what the user reported, what you observed in logs and Sentry, steps to reproduce, and your assessment of the root cause. Join the European team's daily standup in English and verbally hand over critical issues before their day starts.

//Cultural Bridge

When a customer in Shenzhen describes a workflow problem, you understand the local logistics context, business norms, and communication style — then reframe that for the product team. Help the team understand why a feature matters in the Asian market, and help Asian customers understand how the roadmap works.

Skills

What You Bring

//Location & Language

Resident of the UTC+08:00 timezone
Fluent Mandarin — native or near-native
Confident spoken and written English for daily standups and tickets

//DevOps Fundamentals

Comfortable with SSH and Docker (logs, restart, container inspection)
Linux command-line navigation and log inspection
Basic understanding of VPN / WireGuard connectivity

//Observability & Tracing

Experience with Sentry or similar error monitoring tools
Ability to read application logs and correlate them with user-reported problems

//Engineering Literacy

SQL (PostgreSQL) — SELECT queries with joins to verify data state
Frontend debugging in Vue.js / Nuxt — DevTools, console errors, HAR files
Can distinguish "API returned a 500" from "the frontend never sent the request"

//Customer Psychology

You understand the pressure and stakes of freight forwarding
You de-escalate: validate emotions first, then move to problem-solving
Patient with non-technical users, precise with technically-minded ones
You never make the customer feel stupid for asking a question

//Nice to Have

Experience in freight forwarding, shipping, or logistics
Familiarity with multi-tenant SaaS or federated systems
Previous remote work across timezones
Ability to read Golang code to trace issue origins
Cantonese