Managed Services Engineer

Date: Sep 13, 2023

Location: Hanoi, VN

Company: Optimizely

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow.  

Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread
across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast.

We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.  If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you! 


The Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience, and process awareness to handle the day-to-day responsibilities of these offerings. 

Job Responsibilities

  • Actively monitor the performance of the hosting platform.
  • Respond to alert/incident tickets and work through investigation/mitigation process to successfully resolve the situation while meeting or exceeding all service level and customer satisfaction objectives.
  • Follow standard departmental operating procedures, including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
  • Individually contribute to the team’s meeting or exceeding their service KPIs.
  • Complete assigned training and adhere to compliance requirements.
  • Contribute with feedback to improve existing KB articles, faqs, and documentation.
  • Demonstrate flexibility to work any shift, including weekends and be on call outside of standard business hours.

Knowledge and Experience

  • English language proficiency (C1 at least).
  • Minimum 2+ years operational experience in the following areas:
  • Fast-paced, high transaction NOC, Data Center, or Managed Hosting environment
  • Microsoft Azure Services
  • Supporting web-based applications
  • Systems Administration experience with Windows Server, SQL Server, IIS, and/or Cluster Services
  • Virtualization Software and Services
  • Application and Data Security
  • Amazon Web Services (AWS)
  • CDN services
  • Load Balancing technologies
  • Firewall technologies
  • ITIL foundation training and certification preferred.
  • Must possess a sense of urgency and passion for customer service.
  • Strong written and verbal communications skills.
  • Superb troubleshooting and analytical skills.
  • Must demonstrate the ability to address problems quickly.
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.  
  • Excellent organizational skills.
  • Ability to handle and prioritize multiple tasks while maintaining attention to detail.
  • Flexibility to occasionally work outside regular business hours, including weekends.


Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience


Displaying Technical Expertise
Solving Complex Problems
Managing Time
Communicating Effectively
Attentive Listening

About us:

  • 5 working days /week with flexible working time and no overtime.
  • Annual luxury Kick-off vacation.
  • International, professional, creative working environment and talented teams
  • Onsite opportunities in Europe and US.
  • Common cultural-sportive- art Clubs and activities, sponsored and/or supported by the Company (Ex: Football, GYM, Swimming, Guitar, English…).
  • Powerful workstation: Core i7-9700, 16-32 GB RAM, 02 x QHD 2560x1440 monitors (2K resolution).
  • 100% official salary during the probation period, 13th month salary, annual salary raises.
  • 12 days of annual leave and 3 days of company holidays (New Year eve 31/12, Juneteenth day 18/6, Work Anniversary)
  • Up to 03 extra paid-leave days per year
  • A free “Hacking Day” per month for self-studying and researching any IT-related subjects.
  • Social, Health and Unemployed Insurance are based on 100% Gross salary and fully paid by Company.
  • Extra bonus at $ 60 per special occasions (Birthday, Labor Day, National Day, Solar New year, Lunar New Year).
  • Lunch allowance at $30 per month.
  • Baby allowance for a child under 03 years old is $ 12 per month.
  • AON Premium Healthcare Insurance package for employees and their children up to 18 years old.
  • Daily various foods, drink, and seasonal fresh fruits.

And many other benefits, let's join us to discover!


Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.