Technical Support Specialist

3 days ago


Klang, Selangor, Malaysia Zeal Holdings Limited Full time

Job Overview

This role is ideal for a Technical Support Specialist who wants to join a global team dedicated to providing top-tier assistance to ZEAL Products. As an Application Support Engineer, you will be based in Kuala Lumpur, Malaysia.

About the Role

You will work closely with teams across ZEAL to ensure support across various departments, including Customer Service, Product, Engineering, and IT. Your expertise will be invaluable in answering general queries about system behavior and serving as the first responder during major incidents.

Key Responsibilities

  • Gain in-depth knowledge of ZEAL products, their capabilities, and how they integrate with other systems. Collaborate with teams to build this understanding.
  • Handle incident and problem management activities from start to end.
  • Respond to and resolve inquiries via Jira support queues and offer Teams assistance for critical issues.
  • Tackle user-reported problems independently and collaboratively, working closely with engineering teams.
  • Maintain system availability and functionality in line with SLAs, assist with server-level upgrades and patches, and participate in disaster recovery exercises.
  • Share insights, document knowledge, and track trends in user-reported issues to enable global team effectiveness.

Requirements

  • Over 3 years in a technical support role, with familiarity in tools like Kibana, Grafana, PagerDuty, and Unix/Linux environments as well as general support.
  • Proficient in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB).
  • Basic experience with programming languages like Python, C#, or Java.
  • Excellent prioritization and setting expectations skills while addressing immediate challenges.
  • Thrive in fast-paced, reactive environments and proactively identifies areas for improvement.
  • Experienced in managing multiple high-severity incidents simultaneously.
  • Open to 24/7 support shifts and handling incidents outside regular hours.
  • Ready to collaborate with global teams across engineering, implementation, customer support, and operations.
  • Work effectively with diverse colleagues in multiple time zones.
  • Read, write and speak English and Mandarin fluently.

Benefits

  • Life Insurance
  • Medical Coverage
  • Optical Coverage
  • Meal Allowance
  • Travel Allowance
  • Health & Fitness Subsidy
  • Long Service Rewards
  • Staff Referral Bonus Program


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