About the role
Novidea is seeking a motivated Student Technical Support Engineer to join our global Support team and provide technical coverage during night hours.
This is an excellent opportunity for a Computer Science, Information Systems, Software Engineering, or similar student who wants to gain hands-on experience working with enterprise software, Salesforce, APIs, integrations, databases, and real customer production environments.
You will be responsible for monitoring and handling incoming customer cases from the Asia / Australia region, performing initial technical investigations, identifying and resolving known issues, and escalating complex cases with the relevant technical information.
Work schedule: Sunday night - Friday Morning 02:00–09:00, 2-3 shifts a week.
What You'll Do
Monitor and manage incoming customer cases during the night shift.
Perform initial technical investigation 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.
What You Need
Current student in Computer Science, Information Systems, Software Engineering, or another relevant technical field.
Familiarity with Salesforce.
Strong technical aptitude and curiosity - you enjoy understanding why something isn't working.
Basic understanding of programming concepts.
Basic understanding of databases and SQL.
Familiarity with web technologies, APIs or JSON is an advantage.
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 - Friday Morning)
Nice to Have
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.
What You'll Learn
Hands-on troubleshooting of a complex enterprise SaaS application.
Salesforce Platform fundamentals.
API and integration troubleshooting.
Production incident and case management.
Working with logs, data, and technical diagnostic tools.
How Support, Product, and Engineering collaborate to resolve complex customer issues.