Technical Support Engineer – Night Shifts (Student )

Novidea

About The Position

Novidea is seeking a student Technical Support Engineer to join its global Support team and provide technical coverage during night hours. The role offers hands-on experience with enterprise software, Salesforce, APIs, integrations, databases, and customer production environments. The engineer will monitor and handle incoming customer cases from the Asia/Australia region, conduct initial technical investigations, identify and resolve known issues, and escalate complex cases with relevant technical information. The schedule is 2–3 shifts per week, from 02:00 to 09:00, Sunday night through Friday morning. The role also provides exposure to troubleshooting a complex enterprise SaaS application, Salesforce Platform fundamentals, API and integration troubleshooting, production incident and case management, technical diagnostic tools, and collaboration among Support, Product, and Engineering.

Requirements

Be a current student in Computer Science, Information Systems, Software Engineering, or another relevant technical field.
Familiarity with Salesforce.
Strong technical aptitude and curiosity, including an interest in understanding why something is not working.
Basic understanding of programming concepts.
Basic understanding of databases and SQL.
Strong problem-solving and analytical skills.
Excellent written and spoken English.
Ability to work independently and make decisions during night hours.
Availability to work regular 02:00–09:00 shifts, Sunday night through Friday morning.

Nice To Haves

Familiarity with web technologies, APIs, or JSON.
Previous experience in technical support, IT, QA, NOC, or a technical customer-facing role.
Experience using SQL or querying data.
Familiarity with REST APIs or Postman.
Experience with Jira or similar ticketing systems.

Responsibilities

Monitor and manage incoming customer cases during the night shift.
Perform initial technical investigations and troubleshooting.
Gather relevant logs, error messages, screenshots, and reproduction steps.
Investigate application configuration and data-related issues.
Use internal tools and knowledge resources to resolve known issues.
Perform basic data investigation using queries and troubleshooting tools.
Assist with API and integration troubleshooting.
Identify urgent or high-impact issues and follow the appropriate escalation process.
Escalate complex issues to senior Support Engineers or Senior CS with clear and complete technical information.
Communicate clearly with customers and internal teams.
Document solutions and contribute to the Support knowledge base.