Support Engineer

At Decube, we're not just developing a platform; we're redefining how enterprises approach data health and quality. Our cutting-edge data observability platform empowers data teams to proactively manage and maintain the integrity of their systems, ensuring optimal performance and reliability. By preventing data quality incidents, we enable our clients to concentrate on driving revenue and innovation, rather than getting bogged down by day-to-day data challenges.

Founded in 2022, Decube is the brainchild of seasoned experts in Data and Technology, boasting decades of combined industry experience. Our goal? To revolutionize data governance and observability for enterprises across the globe, helping them harness the full potential of their data assets.

We're looking for innovative minds, problem-solvers, and individuals who are as passionate about data as we are. If you're ready to make a significant impact in a dynamic, fast-paced environment, Decube is the place for you.

About the Role

Decube is looking for our first Support Engineer to partner closely with Customer Success and ensure customers have a smooth and reliable experience with our platform. You will be the primary technical contact when something in Decube isn't working as expected—diagnosing issues, identifying misconfigurations, and providing clear triage for the core engineering team.

This role plays a critical part in reducing the operational load on engineering and improving how we support customers during onboarding, Proof-of-Concept (PoC) deployments, and ongoing usage.

Job Responsibilities

• Investigate and triage issues related to the Decube platform, such as connector failures, ingestion problems, API/SDK issues, lineage gaps, UI bugs, or performance anomalies.
• Reproduce and validate customer-reported bugs, providing clear technical notes and context for engineering to act on quickly.
• Work with Customer Success Managers to identify whether issues stem from platform bugs, user misconfiguration, or environment/permission problems.
• Assist customers during onboarding and PoC by ensuring Decube is correctly set up, connected to their data stack, and functioning end-to-end.
• Provide guidance on Decube best practices, configuration, API usage, and integration requirements.
• Build and improve internal triage processes, diagnostic tooling, and support documentation to accelerate resolution time.
• Surface recurring patterns or product gaps to the engineering and product teams to help shape roadmap priorities.
• Collaborate cross-functionally to ensure customer feedback and technical issues are communicated clearly and consistently.

Job Requirements:

• 3+ years of experience in Support Engineering, Solutions Engineering, Technical Operations, or a similar role.
• Strong communication skills and the ability to work effectively with both technical and non-technical stakeholders.
• Solid understanding of systems fundamentals: databases, networking basics, web applications, and APIs.
• Hands-on experience with SQL (PostgreSQL preferred).
• Ability to perform structured debugging and analyze logs, configurations, and integration workflows.
• Familiarity with Python or TypeScript is helpful for creating internal scripts or tooling and understanding code (this is not a development role).
• Comfortable adjusting working hours occasionally to support customers or internal teams across time zones.
• Fluent in English, both written and spoken.

Why Join Decube

• Shape the Support Engineering function from the ground up.
• Work closely with a highly technical team and influence how we build, improve, and support the Decube platform.
• Reduce friction for customers and have a direct, measurable impact on product reliability and customer satisfaction.
• Join a fast-growing company helping teams build trust in data across modern data stacks.

Perks & Benefits at Decube

Perks

• Flexi Hours: Focus on delivering results, not punching a clock.
• FlexConnect: A hybrid work model that blends collaboration and flexibility.
• Casual Workplace Vibe: No dress codes—bring your authentic self (flip-flops are acceptable)
• Squad Connect: Fun activities among teams/company wide.
• Multicultural Team Environment: Gain new perspectives from diverse backgrounds.
• Professional Development: Grow professionally with continuous learning and development opportunities.

Benefits

• Compensation: Salary from RM 5,000 to RM 10,000
• Device-Friendly: Bring Your Own Device (BYOD) Allowance
• Travel Support: Transportation Allowance
• Generous PTO: 18 Days of Annual Leave
• Health and Well-being: 14 days of Medical Leave + 1 day of Menstrual Leave for female employees + Medical Insurance
• Parental Support: Paid Parental Leave for new parents