Technical Support Engineer

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.