Technical Support Manager

3 days ago

Greater Kuala Lumpur, Malaysia ZStack International Full time

We are seeking for a Technical Support Manager to lead and grow our Global Technical Support operations. This role will be responsible for managing a technical support team, ensuring high-quality service delivery for enterprise customers in the APAC and Middle East regions, and collaborating closely with global engineering, operations, and sales teams.

You will oversee technical case resolution, service process optimization, and customer satisfaction improvement, while building a strong, scalable team to support our global expansion.

Responsibilities

1.Team Leadership & Operations

a. Establish and lead the Malaysia Technical Support Center, ensuring alignment with global service strategy.

b. Recruit, train, and develop technical support engineers and service coordinators.

c. Define and implement support processes, standards, and SLAs in collaboration with HQ.

d. Manage day-to-day operations, including ticket prioritization, escalation handling, and performance monitoring.

2.Service Delivery & Quality

a. Provide advanced troubleshooting and problem resolution for cloud/virtualization/storage/network solutions.

b. Act as the escalation point for critical customer issues, coordinating with global R&D and product teams for resolution.

c. Monitor service KPIs (SLA compliance, first-call resolution, customer satisfaction) and implement improvement plans.

d. Drive knowledge management initiatives, including documentation and internal training programs.

Customer Engagement & Business Alignment

a. Collaborate with sales and pre-sales teams to support customer delivery, POC projects, and post-sales technical consultations.

b. Build and maintain strong customer relationships, ensuring high satisfaction and loyalty.

c. Provide feedback on product performance, customer needs, and market trends to HQ for continuous improvement.

Qualifications

Must-Have:

1.Bachelor's degree or above in Computer Science, IT, or related fields.

2.5+ years in technical support, cloud/virtualization service delivery, or cloud/virtualization O&M experience, including 3+ years in a managerial role.

3.Strong technical foundation in virtualization (KVM, VMware, Hyper-V), storage (SAN, Ceph, NAS), and networking fundamentals.

4.Proven experience building and leading technical teams in a regional or global support environment.

5.Excellent leadership, people management, and conflict resolution skills.

6.Proficient in English (spoken & written) and Mandarin (spoken).

Nice-to-Have:

1.Experience in establishing a new service center or regional support hub.

2.ITIL certification or equivalent service management experience.

3.Familiarity with OpenStack, Nutanix, Sanfor, or other cloud platforms.

4.Additional language skills (Malay, Arabic, etc.).

What We Offer

1.Leadership role in a global technology company with strong growth in APAC & EMEA.

2.Competitive salary, performance bonus.

3.Professional training and certification sponsorship.

4.Career growth opportunities into global service leadership roles.

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