Technical Support Engineer Lead

3 days ago

Malaysia Office Penang Centific Full time

About Centific

At Centific, people are at the center of our culture.We constantly seek out opportunities for people to enhance their skills,

and emphasize work-life balance for all our employees.We believe that competition can bring out the very best in people

– from our annual creative film and speech contests to our weekly office game tournaments,we mix work and play to engage our people and help our clients succeed.

About Job

We are seeking a Technical Support Engineer Team Lead to oversee and guide a team supporting and maintaining Microsoft Purview products. This role combines hands-on technical expertise with leadership responsibilities. The ideal candidate will manage incoming support tickets, ensure backlog health, triage issues efficiently, and perform in-depth technical investigations. Additionally, the Team Lead will provide technical guidance, mentor team members, and foster a culture of continuous improvement. A strong problem-solving mindset, proactive ownership, and excellent communication skills are essential. Coding or scripting experience is a significant plus.

Key Responsibilities

  • Leadership & Coaching

    • Provide technical guidance and mentorship to team members, ensuring skill development and knowledge sharing.
    • Conduct regular 1:1s, performance feedback, and support career growth within the team.
    • Drive best practices in troubleshooting, documentation, and customer engagement.

  • Operational Excellence

    • Oversee and prioritize incoming support tickets related to Microsoft services or infrastructure.
    • Monitor and manage ticket backlog, ensuring SLA adherence and timely resolution.
    • Triage complex issues to appropriate teams while maintaining ownership until resolution.

  • Technical Expertise

    • Perform root cause analysis and lead technical investigations for recurring or high-impact issues.
    • Collaborate with product, engineering, and operations teams to maintain service quality and stability.
    • Document troubleshooting steps, resolutions, and known issues for continuous knowledge improvement.
    • Use scripting or coding (e.g., PowerShell, Python, C#, SQL) to automate diagnostics, data pulls, or repetitive processes.

  • Continuous Improvement

    • Identify process gaps and implement improvements to enhance team efficiency and customer satisfaction.
    • Champion knowledge base updates and training initiatives.
Centific is an equal opportunity employer. We aim to create an inclusive workplace and leverage the power of diversity. We are committed to providing a work environment free of discrimination and harassment. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status or any other legally protected status. Workplace discrimination related to being pregnant and pregnancy-related harassment, including discrimination in the hiring process, is strictly prohibited in Centific Global Solutions.

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