Customer Technical Support Engineer

2 days ago

Greater Kuala Lumpur, Malaysia Lancesoft Malaysia Full time

Position- Technical Support Engineer (Chinese Speaker)

Location-
Kuala Lumpur, Malaysia

Work Mode-
Hybrid

Shift Timings -
Normal

Language-
English and Chinese

Key Responsibilities-

  • Troubleshoot and resolve customer issues for the full suite of Commvault backup and recovery products, both remotely and on-site.
  • Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools.
  • Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability.
  • Document technical procedures, support case notes, and solutions for customer issues.
  • Perform root cause analysis and escalate software bugs or product enhancements as needed.
  • Contribute to labs, simulations, and product beta testing initiatives.
  • Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.
  • Coordinate with product development and engineering teams for advanced troubleshooting and resolution.
  • Maintain up-to-date knowledge of changes in Commvault products, emerging backup technologies, and compliance requirements.

Qualifications-

  • Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience.
  • Minimum 3-5 years' experience in technical/customer support,
    preferably within enterprise data backup and recovery environments.
  • Solid hands-on expertise with Commvault software; familiarity with alternative backup tools like Veritas, Veeam, NetBackup, or Avamar is a plus.
  • Strong troubleshooting skills in Windows Server, Linux, VMware/Hyper-V, and networking fundamentals.
  • Experience with implementation, configuration, and monitoring of enterprise backup solutions.
  • Excellent written and verbal communication skills
    – English and Chinese

Desired Skills-

  • Commvault Suite (Backup, Restore, Disaster Recovery)
  • VMware, Hyper-V administration
  • Data backup and archive management
  • Technical and incident documentation
  • TCP/IP, DNS, and network troubleshooting
  • Disaster recovery planning and testing
  • Customer-first attitude and problem-solving mindset and active listening

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