Application Support Engineer

2 days ago

Kulim, Kedah, Malaysia BD Malaysia Full time 60,000 - 80,000 per year

Job Description Summary

Application Support Engineer position for site support of eDHR software implementation. Expected project period 2 years.

Job Description

P2-12446

  • Technical Support & Troubleshooting

  • Diagnose and resolve issues related to eDHR applications, including data capture, workflow errors, and system performance.

  • Provide timely support to users on the shop floor and quality teams using the eDHR system.

  • Perform root cause analysis and document resolutions for recurring issues.

  • System Monitoring & Maintenance

  • Monitor eDHR system health and performance to ensure uptime and data integrity.

  • Administer updates, patches, and configuration changes in coordination with IT and OT teams.

  • Maintain logs of bugs, glitches, and corrective actions taken.

  • User Training & Documentation

  • Develop and deliver training materials for end-users, including SOPs and troubleshooting guides.

  • Assist non-technical staff in understanding and using the eDHR system effectively.

  • Document support activities and maintain a knowledge base for future reference.

  • Collaboration & Change Management

  • Work closely with developers, validation engineers, and quality teams to implement system improvements.

  • Support code migrations and configuration changes across environments (e.g., QA, production).

  • Participate in change control processes and ensure validated state is maintained.

  • Change Control & Documentation

  • Manage and control changes during software implementation and ongoing operations.

  • Establish frameworks for securing approvals for workflow and data changes.
  • Support audits by providing timely and accurate system evidence.
  • Maintain detailed records of issues, resolutions, and system configurations.
  • Prepare reports on application performance and support activities.
  • Document troubleshooting steps and best practices.

Qualifications:

  • Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
  • 2–5 years of experience in application support, MES systems, or IT operations in a regulated manufacturing environment.
  • Experience supporting digital manufacturing systems or eDHR platforms.
  • Familiarity with GMP, data integrity, and audit readiness.
  • Hands-on experience with MES platforms, preferably Apriso.
  • Strong troubleshooting skills in application errors, workflow issues, and data integrity.
  • Knowledge of SQL, system logs, and performance monitoring tools.
  • Experience with patch management, system updates, and configuration changes.
  • Proven ability to provide technical support to shop floor and quality teams.

  • Experience in root cause analysis, incident documentation, and issue resolution tracking.

  • Familiarity with change control processes and validated environments.

  • Ability to create and deliver training materials, SOPs, and user guides.

  • Skilled in translating technical concepts for non-technical users.

  • Experience maintaining a knowledge base or support documentation repository.

  • Strong interpersonal skills to work with developers, validation engineers, IT, and quality teams.
  • Ability to support code migrations, environment transitions, and system enhancements.
  • Clear and concise communication for issue reporting and stakeholder updates.

Required Skills

Optional Skills

.

Primary Work Location

MYS Kedah - Bard Kulim (Malaysia)

Additional Locations

Work Shift

MY3 Normal 8a-4.45p Group 26 (Malaysia)

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