Application Support Specialist

We are looking for an Application Support Specialist to provide 2nd to 3rd level technical support to our customers. This position has a focus on the Asia Pacific Region and is based in Kuala Lumpur, Malaysia. Malaysian citizens and permanent residents only.

• As part of the Global Technical Support team, you will provide our international customers 2nd to 3rd level technical support in English as well as escalated 1st level support.
• 3rd level support may be in close cooperation with our software development team.
• You will work closely with your technical support counterpart teams in Americas & EMEA (Paessler HQ).
• You will handle technical consultation (via ticket system, chat, phone, and remote online session) about PRTG in varied context, including trial users, customers, and partners.
• When required, you will participate in the feature request process, focus topics, company-wide strategic projects, and initiatives.
• Intensive error analysis based on log files, screenshots and snapshots.

• You already have professional experience as a system administrator or network engineer.
• You are trained in network, IT or system administration or you are an IT specialist or have a comparable background.
• It is easy for you to empathize with the daily challenges of our customers.
• You are familiar with network protocols such as SNMP, SSH, Flow and WMI.
• You are fluent in English (C1); knowledge of Japanese, Mandarin and/or Korean is a big plus.
• Ideally, you also have experience with IoT, products such as VMware, Cisco IOS, and NetApp or you are well versed in script programming or Powershell.
• You are willing to travel twice a year for 2-3 weeks to our HQ in Germany.

• We produce an excellent software that is loved by its users as shown by our 97% customer satisfaction rating, and is recognized worldwide as one of the best-known products in the area of network monitoring.
• A great working atmosphere in an enthusiastic international team with flat hierarchies.
• You can choose to work from home on Monday and/or Fridays.
• We offer company's healthcare plan as well as healthcare allowance for further individual healthcare.
• You are entitled to a communication and parking allowance.
• Innovative and creative work environment with plenty of room for new ideas.
• You can rely on the team, spread all over the world and in Germany, and expect to be supported in your daily tasks.
• You are employed by Paessler Software Solution SDN BHD - our young subsidiary in Kuala Lumpur (WeWork at Mercu 2).
• The parent company Paessler AG in Germany is a fast-growing midsized company that has been in the market for 20 years. The company is focused on long-term goals and is currently comprised of 350 employees.

Make it easy for yourself and use the application button below.

Your contact person for this great job is:

Celine Gallee
contacthr@paessler.com

And at the end, a very important note:

For us, diversity is more than just a word — it's a commitment. Our job posts are geared towards all people, regardless of their gender, sexual orientation, background, faith, or physical abilities. We value diversity and strive to create a work environment that prioritizes equal opportunities and inclusion. In line with this objective, please note that candidates with severe disabilities will be given preferential consideration over applicants with equal qualifications. At Paessler, we're determined to break down barriers and provide everyone with the chance to develop their full potential. Please feel free to let us know if you believe there are ways we can improve the wording of our job posts or our overall recruitment approach. Let's work together to create a more colorful and inclusive corporate culture