Senior Technical Support at Coda

📍 Job Overview

Job Title: Senior Technical Support
Company: Coda
Location: Bangkok, Krung Thep Maha Nakhon, Thailand
Job Type: Permanent
Category: Technical Support Specialist
Date Posted: June 24, 2025
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role requires a seasoned technical support professional with a strong background in payments, e-commerce, fintech, or gaming sectors to provide high-quality support for Coda's platform, ensuring optimal user experience and system reliability.
Coda is seeking a Senior Technical Support Specialist to manage and resolve complex technical inquiries from global stakeholders, ensuring clear communication and prompt resolution.
This role involves monitoring platform health and service availability, proactively identifying and responding to anomalies, outages, and performance issues.
The ideal candidate will have a minimum of 4 years of technical support experience, preferably within the mentioned sectors, and a diploma or degree in Computer Science, Information Technology, or related fields.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong problem-solving mindset, exceptional attention to detail, and effective time-management skills to manage multiple support cases concurrently while maintaining efficiency, accuracy, and SLA adherence.
🔑 Provide high-quality technical support for Coda's platform to users, in-house developers, and global partners across various communication channels.
Monitor platform health and service availability using internal tools and dashboards; proactively identify and respond to anomalies, outages, and performance issues.
Assess, triage, and manage technical and functional inquiries from global stakeholders, ensuring clear communication and prompt resolution.
Manage and prioritize multiple support cases concurrently, maintaining efficiency, accuracy, and SLA adherence.
Assist internal and external stakeholders in QA testing to validate functionality and ensure system reliability and performance.
Identify, investigate, and document incidents; escalate critical issues to the appropriate engineering or operations teams when needed.
Take ownership of incident response processes, including detection, impact analysis, stakeholder communication, coordination of response teams, and post-incident reviews.
Contribute to continuously improving monitoring, alerting, and incident management processes to enhance system resilience and operational efficiency.

🎓 Skills & Qualifications

Education: A diploma or degree in Computer Science, Information Technology, or related fields is required.

Experience: Minimum of 4 years of technical support experience, preferably within the payments, e-commerce, fintech, or gaming sectors.

Required Skills:

Excellent written and verbal communication skills in English; proficiency in Chinese is a plus.
Flexibility, adaptability to changes, and an intense urgency in addressing critical issues.
Exceptional attention to detail, along with effective problem-solving and time-management skills.
Basic understanding of programming languages and software development processes.
Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution.

Preferred Skills:

Experience working in a global team and collaborating with stakeholders across different time zones.
Knowledge of the gaming industry and its specific technical requirements.
Familiarity with Agile methodologies and incident management best practices.

📝 Enhancement Note: Coda values candidates with a strong work ethic, a passion for learning, and a commitment to continuous improvement. They seek individuals who can thrive in a fast-paced, challenging, and highly collaborative environment, pushing boundaries and making a lasting impact.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills, attention to detail, and effective communication through past projects or case studies can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Bangkok, Thailand is approximately THB 70,000 - 120,000 per month, depending on experience and qualifications. This estimate is based on regional market data and industry standards for senior technical support roles.

Benefits:

Wellness Boost: Resources for physical and mental well-being with flexible benefits and an Employee Well-being Program.
Customized Benefits: Tailor your benefits with a flexible plan.
Growth Opportunities: Unlock your potential through clear progression paths.
Skill Development: Access training resources to fuel your personal and professional growth.
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
Family Support: Take advantage of paid Family Care Leave to bond with your family, while selected Flexible Benefits also cater to your family's needs.

Working Hours: Full-time position with standard working hours, including evenings, overnight hours, weekends, and public holidays as needed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Coda operates in the payments, e-commerce, and gaming sectors, focusing on commerce solutions that accelerate global growth for its partners.

Company Size: With over 400 employees, Coda offers a large, diverse, and collaborative team environment.

Founded: Coda was founded in 2012 and has since grown to become a trusted partner for 300+ publishers, including Activision, Bigo, Electronic Arts, Moonton, and Riot Games.

Team Structure:

The technical support team consists of experienced professionals responsible for managing and resolving technical inquiries from global stakeholders.
The team works closely with engineering and operations teams to ensure optimal system performance and reliability.

Development Methodology:

Coda follows Agile methodologies for software development and incident management processes.
The company emphasizes continuous improvement, experimentation, and innovation to drive growth and success.

Company Website: Coda

📝 Enhancement Note: Coda values diversity, inclusion, and equal opportunity, fostering an environment where everyone feels welcome and valued. The company has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the senior level, requiring a high degree of technical expertise, problem-solving skills, and experience managing complex technical inquiries.

Reporting Structure: The Senior Technical Support Specialist will report directly to the Technical Support Manager and collaborate with various teams, including engineering, operations, and product management.

Technical Impact: This role has a significant impact on Coda's platform performance, user experience, and overall system reliability. The Senior Technical Support Specialist plays a crucial role in ensuring optimal platform functionality and minimizing downtime.

Growth Opportunities:

Technical Leadership: As a senior team member, there are opportunities to mentor junior team members, contribute to process improvements, and drive technical initiatives.
Career Progression: With experience and demonstrated success, there may be opportunities to move into more senior roles within the technical support team or explore other areas of the business.
Skill Development: Coda offers training resources and encourages continuous learning, providing opportunities to develop new skills and advance your career.

📝 Enhancement Note: Coda's fast-paced, challenging, and highly collaborative environment offers ample opportunities for growth and development. The company values innovation, experimentation, and continuous improvement, empowering employees to make a lasting impact.

🌐 Work Environment

Office Type: Coda's office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork.

Office Location(s): Coda's headquarters is located in Singapore, with additional offices in Bangkok, Thailand, and other global locations.

Workspace Context:

The technical support team works in an open-plan office, encouraging collaboration and communication among team members.
Each workstation is equipped with multiple monitors, testing devices, and development tools to ensure optimal productivity.
The office provides ample opportunities for team interaction, knowledge sharing, and cross-functional collaboration with designers, marketers, and other stakeholders.

Work Schedule: Full-time position with standard working hours, including evenings, overnight hours, weekends, and public holidays as needed to provide 24/7 support for Coda's global user base.

📝 Enhancement Note: Coda's global team spans over 20 countries, breaking down time zones and cultural barriers to empower employees to chase innovative ideas and make a lasting impact. The company fosters a fast-paced, challenging, and highly collaborative environment that values continuous improvement through experimentation.

📄 Application & Technical Interview Process

Interview Process:

Screening Call (30 minutes): A brief conversation to assess communication skills, understand your background, and discuss your expectations for the role.
Technical Deep Dive (60 minutes): A detailed discussion of your technical support experience, problem-solving approach, and incident management processes. Be prepared to share specific examples of complex issues you've resolved and the steps you took to address them.
Behavioral Questions (30 minutes): An assessment of your soft skills, cultural fit, and adaptability to Coda's work environment.
Final Interview (60 minutes): A conversation with the Technical Support Manager or another senior team member to discuss your long-term career goals, growth opportunities, and any remaining questions you may have.

Portfolio Review Tips: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills, attention to detail, and effective communication through past projects or case studies can be beneficial.

Technical Challenge Preparation:

Familiarize yourself with Coda's platform and understand its key features and functionality.
Brush up on your incident management skills and be prepared to discuss your approach to detecting, analyzing, and resolving technical issues.
Research Coda's company culture, values, and mission to ensure a strong cultural fit and alignment with your personal goals.

ATS Keywords:

Technical Support
Incident Management
Problem-Solving
Communication Skills
Time Management
Monitoring Tools
ITSM Platforms
QA Testing
Programming Languages
Flexibility
Attention to Detail
Agile Methodologies
Global Teamwork
Gaming Industry

📝 Enhancement Note: Coda's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company values candidates who can thrive in a fast-paced, challenging, and highly collaborative environment, pushing boundaries and making a lasting impact.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, a detailed technology stack is not required. However, familiarity with monitoring tools, ITSM platforms, and programming languages is essential for this role.

👥 Team Culture & Values

Web Development Values:

User-Centric: Coda prioritizes user experience and ensures that its platform meets the needs of its global user base.
Performance-Driven: The company focuses on optimizing platform performance, minimizing downtime, and maximizing user satisfaction.
Continuous Improvement: Coda values experimentation, innovation, and continuous learning, encouraging employees to push boundaries and make a lasting impact.
Collaboration: Coda fosters a highly collaborative environment, encouraging teamwork, knowledge sharing, and cross-functional collaboration.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with various teams, including engineering, operations, and product management, to ensure optimal platform functionality and user experience.
Code Review Culture: Coda encourages peer-to-peer learning and knowledge sharing, fostering a collaborative environment that values continuous improvement.
Knowledge Sharing: Coda provides ample opportunities for team members to share their expertise, mentor junior team members, and contribute to process improvements.

📝 Enhancement Note: Coda's team culture values innovation, experimentation, and continuous improvement. The company fosters a fast-paced, challenging, and highly collaborative environment that empowers employees to push boundaries and make a lasting impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Global User Base: Managing technical inquiries from a diverse, global user base with varying levels of technical expertise and cultural backgrounds.
Platform Complexity: Navigating a complex, evolving platform with multiple features, integrations, and dependencies.
Incident Management: Proactively identifying, analyzing, and resolving critical incidents with minimal downtime and user impact.
Continuous Learning: Staying up-to-date with the latest industry trends, best practices, and emerging technologies in the payments, e-commerce, and gaming sectors.

Learning & Development Opportunities:

Technical Skill Development: Coda offers training resources and encourages continuous learning, providing opportunities to develop new skills and advance your career.
Conference Attendance & Certification: Coda supports employee attendance at relevant industry conferences and certifications to enhance their professional development.
Technical Mentorship & Leadership: As a senior team member, there are opportunities to mentor junior team members, contribute to process improvements, and drive technical initiatives.

💡 Interview Preparation

Technical Questions:

Platform Familiarization: Be prepared to discuss Coda's platform, its key features, and any technical challenges you've faced when working with similar platforms.
Incident Management: Demonstrate your incident management skills by walking the interviewer through a complex incident you've handled, explaining your approach to detection, analysis, and resolution.
Problem-Solving: Showcase your problem-solving skills by presenting a challenging technical issue you've faced and explaining how you approached it, considering various factors and potential solutions.

Company & Culture Questions:

Company Culture: Discuss Coda's company culture, values, and mission, and explain how they align with your personal goals and work ethic.
Global Teamwork: Share your experience working in a global team and collaborating with stakeholders across different time zones, highlighting any challenges you've faced and how you overcame them.
Adaptability: Describe a situation where you had to adapt to significant changes in your work environment or processes, and explain how you handled the transition.

Portfolio Presentation Strategy:

As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills, attention to detail, and effective communication through past projects or case studies can be beneficial.

📌 Application Steps

To apply for this Senior Technical Support position at Coda:

Step 1: Tailor Your Application
- Customize your resume and cover letter to highlight your technical support experience, problem-solving skills, and cultural fit with Coda's values and mission.
- Emphasize your experience with monitoring tools, ITSM platforms, and incident management processes.
Step 2: Prepare for Technical Deep Dive
- Familiarize yourself with Coda's platform and understand its key features and functionality.
- Brush up on your incident management skills and be prepared to discuss your approach to detecting, analyzing, and resolving technical issues.
Step 3: Research Coda's Company Culture
- Thoroughly research Coda's company culture, values, and mission to ensure a strong cultural fit and alignment with your personal goals.
- Prepare thoughtful questions to ask during your interviews, demonstrating your interest in the role and the company.
Step 4: Practice Your Problem-Solving Skills
- Review common technical support scenarios and practice your problem-solving approach, considering various factors and potential solutions.
- Prepare examples of complex technical issues you've resolved and the steps you took to address them.

📝 Enhancement Note: Coda's application process is designed to assess your technical skills, problem-solving abilities, and cultural fit. The company values candidates who can thrive in a fast-paced, challenging, and highly collaborative environment, pushing boundaries and making a lasting impact.

Senior Technical Support