Technical Support Analyst

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia EPS Malaysia Full time

Job Title: Customer Support Application Specialist

Tenure : Permanent

Working Location: Kuala Lumpur ( Hybird)

Salary : up to Rm 8000

In this role, you directly support our customers' ability to operate, configure, upgrade, and troubleshoot products effectively. Your technical expertise and problem-solving skills help maintain customer satisfaction across APAC and globally.

Responsibilities:

  • Provide operational, configuration, upgrade, and usage support for products including EWB, Thread, Goldfire, and others.
  • Troubleshoot issues across client environments including Windows, IIS, networking, authentication, cloud, and integrations.
  • Take ownership of customer requests (technical, informational, change-related), ensuring correct diagnosis, prioritization, and resolution within service levels.
  • Collaborate with cross-functional global teams to drive timely issue resolution.
  • Maintain clear, consistent communication with internal stakeholders, leadership, and external customers.
  • Provide phone and web-based guidance on product navigation, best practices, and general usage.

What We're Looking For (Technical Skills):

  • Strong understanding of Microsoft environments (Windows Client & Server OS, IIS, browsers), networking fundamentals, Active Directory/LDAP, and MS SQL.
  • Experience supporting applications in customer-premise and public cloud environments.
  • Ability to learn new technical concepts, tools, and products quickly.
  • Experience working in enterprise-class CRM systems (Salesforce preferred).
  • Exposure to troubleshooting integrations through APIs/SDKs (preferred but not required).

Preferred (but not required):

  • Japanese language ability—preferred but not mandatory.

Soft Skills & Team Fit:

  • Excellent verbal and written communication skills; ability to explain complex concepts to technical and non-technical audiences.
  • Strong problem-solving ability and curiosity for learning new technologies.
  • Team-oriented mindset with a willingness to collaborate globally.
  • High sense of ownership, accountability, and customer-first attitude.

Education & Experience:

  • 4+ years of customer-facing technical support experience.
  • Bachelor's degree in Computer Science or related discipline.

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