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Technical Support Specialist

1 month ago

Kuala Lumpur, Kuala Lumpur, Malaysia Glints Full time
Technical Support Engineer

We are seeking a skilled Technical Support Engineer to join our dynamic team at Glints. This is a hybrid position based in Kuala Lumpur, requiring 2-3 days of office attendance per week.

Key Responsibilities:
  • Provide timely and effective technical support to clients via phone, email, or message.
  • Monitor and update case details in the Jira ticketing system, ensuring seamless customer interactions.
  • Set up log monitoring and investigate alarm triggers to resolve issues efficiently.
  • Collect and analyze data from logs and databases for reporting and statistical purposes.
  • Compile information from various sources, including logs and dashboards, to inform decision-making.
  • Elevate unresolved cases to the Product Development Team for prompt resolution.
  • Collaborate with internal stakeholders to optimize regular operation work.
  • Document technical solutions and knowledge base articles for future reference.
  • Act as a gatekeeper for feature releases, participating in User Acceptance Testing (UAT) to ensure a smooth transition from development to operations.
Key Requirements:
  • Minimum 3 years of experience in a technical support organization, preferably in fintech, financial services, or a regulated environment.
  • Familiarity with tracing and resolving issues using logging, DB query, and other support tools.
  • Experience working with cloud-based technologies associated with Azure / AWS / GCP.
  • Sound knowledge of service desk operations.
  • Ability to work independently and as a reliable team player.
  • Excellent verbal and written English communication skills.
  • Strong analytical skills, detail-oriented, and solid problem-solving abilities.
  • Familiarity with QA and modern software development knowledge is a plus.
  • Experience working in a globally distributed start-up or high-growth environment.