Technical Support Engineer

Position Title : Technical Support Engineer

Work location: Penang - George Town

Working hours :Mon - Fri, 8.00am - 5.00pm

Type of employment :Permanent

About the position:

We are looking for a Technical Support Engineer to support and maintain software product. The ideal candidate will manage incoming support tickets, handle backlog items, triage issues efficiently, and perform in-depth technical investigations. A strong problem-solving mindset, proactive ownership, and solid communication skills are essential. Coding or scripting experience is a significant plus.

Key Responsibilities:

• Handle, prioritize, and resolve incoming support tickets related to the services or infrastructure.
• Triage issues to the appropriate team or engineer, ensuring efficient case routing and timely follow-up.
• Maintain and monitor the ticket backlog, driving resolution and SLA adherence.
• Perform root cause analysis and technical investigation for recurring or complex issues.
• Collaborate with product, engineering, and operations teams to ensure consistent 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.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
• 2+ years of experience in technical support, service engineering, or system administration.
• Strong understanding of Microsoft platforms (e.g., Azure, Windows Server, O365, or related services).
• Experience with ticketing systems (ServiceNow, Azure DevOps, Jira, etc.).
• Solid troubleshooting, analytical, and problem-solving skills.
• Familiarity with code debugging or scripting is a strong plus.
• Excellent communication and documentation skills.

Preferred Skills:

• Experience with product service operations, monitoring, and incident response.
• Knowledge of APIs, automation frameworks, and data analysis.

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

Your Authentic Self at Centific

Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, gender (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.