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Software Application Support Specialist/Tech Support Engineer

1 month ago

Kuala Lumpur, Kuala Lumpur, Malaysia Space Executive Full time
Software Application Support Specialist/Tech Support Engineer (US Timezone)

We are looking for Software Application Support Specialist and Technical Support Engineers to join a leading automation solutions provider. These roles involve close collaboration with Product Development and Consulting teams to drive software and process improvements.

Key Responsibilities:

  • Take ownership of customer issues, ensuring timely resolution through enterprise-level technical support via phone, web, and email.
  • Research, diagnose, troubleshoot, and identify solutions related to application usage, design, and configuration.
  • Provide clear, accurate feedback and communicate complex technical issues effectively to internal teams, including product management, software engineering, sales, and quality assurance.
  • Guide and mentor Associate Technical Support Engineers, handling escalated issues and assisting management when necessary.
  • Escalate critical issues to senior support engineers, providing detailed problem descriptions and troubleshooting steps.
  • Collaborate with development engineers for software issue analysis and escalate hotfix requests based on established protocols.
  • Contribute to internal knowledge sharing by creating and maintaining technical documentation and knowledge base articles.
  • Set up and manage test environments to replicate user issues and verify solutions.

Required Skills & Knowledge:

  • Experience with Document Content Management Software
  • Strong proficiency in Windows systems
  • Familiarity with network diagnostic tools (e.g., Wireshark, Fiddler) and Windows diagnostic tools (e.g., Process Monitor, Event Viewer)
  • Knowledge of Microsoft Office Suite (Word, Excel, Visio, PowerPoint)
  • Proficient in diagnosing and resolving software issues
  • Hands-on experience with SQL database management
  • Skilled in Windows administration, including software installation and configuration in a Windows environment
  • Understanding of enterprise-level application escalation and incident coordination
  • Experienced in designing and executing test cases to troubleshoot various issues

Desired Skills & Knowledge:

  • VMware and Microsoft IIS
  • SQL and Oracle database administration
  • Windows Server Operating Systems
  • Load balancing and Microsoft SharePoint
  • Experience supporting proprietary software solutions

Required Experience:

  • Proficiency in Microsoft .Net Development (C# and VB .Net)
  • Expertise in troubleshooting enterprise environments
  • Hands-on experience in SQL Server administration and query language
  • Experience in IIS Server administration

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Software Development

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