Associate Technical Lead

2 weeks ago

Remote, Malaysia Tribal Group Full time

About Us
At Tribal, we’re on a mission to empower the world of education by delivering innovative software and services that underpin student success. Our Cloud Services team is at the heart of this mission, responsible for designing, migrating, and delivering Tribal’s products through AWS or Azure as SaaS solutions. We support customers across EMEA and APAC, with significant growth expected in the coming years as more on-premises customers transition to the cloud.
We’re looking for an Associate Technical Lead to join our dynamic team, ensuring exceptional service management and customer satisfaction while supporting Higher Education (HE) institutions on their cloud journey.
What You’ll Do
As an Associate Technical Lead, you’ll play a critical role in managing and supporting our cloud-based systems, ensuring smooth operations and outstanding customer experiences. Your responsibilities will include:
Monitoring and responding to customer incidents and service requests within SLA targets.
Collaborating with Technical Leads, Product Support, and Development teams to resolve issues efficiently.
Supporting the onboarding of new cloud customers, ensuring seamless adoption of our services.
Creating high-quality technical documentation and providing clear guidance to Professional Services Consultants.
Assisting in the delivery of technical maintenance, software updates, and the transition of new services into Business-as-Usual operations.
Building productive relationships with stakeholders to drive service excellence.
What We’re Looking For
**To thrive in this role, you’ll need**:
**Essential Qualifications & Experience**:
A strong academic or vocational background.
Experience working in a technical, customer-facing role.
Familiarity with Service Management tools like RemedyForce or ServiceNow.
Solid technical expertise, ideally with large-scale Records Management Systems.
Knowledge of database fundamentals (Microsoft SQL Server and/or Oracle Server).
Understanding of operating platforms such as Linux and Windows.
**Key Skills & Attributes**:
Exceptional customer service skills with a focus on quality.
Strong verbal and written communication abilities—able to explain technical concepts to non-technical audiences.
Excellent troubleshooting, analytical, and problem-solving skills.
Ability to work under pressure, meet tight deadlines, and adapt to shifting priorities.
A proactive mindset with a desire to continuously improve the customer experience.
Strong teamwork and interpersonal skills, with the ability to build collaborative relationships.
**Desirable Skills**:
ITIL Foundation Certificate.
Understanding of cloud technologies (AWS, Azure) and concepts.
Knowledge of project management processes and techniques.
Why Join Us?
Be part of a global team driving innovation in education technology.
Work in a flexible environment with opportunities for professional growth.
Make a real impact by supporting HE institutions as they transition to cutting-edge cloud solutions.
Enjoy a supportive culture that values trust, accountability, and continuous improvement.
**Note**: This role falls under Tribal’s On-Call and Out-of-Hours Working Policy. Regular out-of-hours work may be required and will be compensated accordingly.

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