Technical Support Engineer

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Glints Full time 60,000 - 80,000 per year


We are seeking a Technical Support Engineer to join our client's dynamic team. This is a hybrid position based in Kuala Lumpur, you will required to go to the office 2-3 days a week.

Key Responsibilities:

  • Provide technical support and regular updates via phone, email, or message to clients.
  • Keep track of all customer interactions and update case details in the Jira ticketing system.
  • Set up log monitoring and investigate when the alarm is triggered.
  • Collect data from logs or databases for reporting and statistical analysis.
  • Compile information from various sources, such as logs and dashboards.
  • Escalate unresolved cases to the Product Development Team.
  • Assist internal stakeholders with regular operation work.
  • Optimise and improve technical support operations in collaboration with Presales, Operations, and Customer Success.
  • Document technical solutions and knowledge base articles for future reference.
  • Act as one of the gatekeepers for feature releases. Participate in User.
  • Acceptance Test (UAT) to ensure a smooth transition from the development team to the operations team

Key Requirements:

  • Min. 3 years of experience in a technical support organization, ideally in fintech, financial services, or any regulated environment.
  • Familiarity with tracing and resolving issues using logging, DB query, and other support tools.
  • Familiarity with API and using Postman.
  • Experience working on cloud-based technologies associated with Azure / AWS / GCP.
  • Sound knowledge of service desk operations.
  • Willing to be on standby and on-call when required.
  • Strong analytical skills, detail-oriented, and solid problem-solving abilities.
  • Empathetic and level-headed to own and solve problems end-to-end to customer satisfaction.
  • Excellent verbal and written English communication skills.
  • Ability to work independently and as a reliable team player.
  • Familiarity with QA and modern software development knowledge is a plus.
  • Experience working in a globally distributed start-up or high-growth environment.

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