Software Technical Support Engineer

Software Technical Support Engineer

Tracking Code : A25-143

Job Location

Level 31 Menara Prestige, No 1 Jalan Pinang, Kuala Lumpur,

Job Level

Choose One

Category

Technical Support

Position Type

Full-Time / Regular

Do you thrive on solving complex technical challenges?

Do you have strong analytical skills and enjoy working in a customer-facing role?

Are you excited to see your work impact diverse IT systems?

If so, we invite you to explore this exciting opportunity at Tungsten Automation!

We’re looking for a proactive, detail-oriented problem solver who is ready to take ownership and drive results.

In return, we offer a competitive salary, excellent working conditions, and opportunities for both national and international career growth.

About the Role

As a Technical Support Engineer, you will play a crucial role in providing expert technical support for our business partners. You\'ll work closely with Product Development and Professional Services to deliver comprehensive solutions, enhance software functionality, and drive process improvements.

In this role, you will be responsible for delivering telephone and web-based support for Tungsten Automation products, ensuring smooth customer experience and efficient issue resolution.

Your Responsibilities

• Diagnose, troubleshoot, and resolve customer inquiries via email, phone, remote access, and other support channels.
• Identify and solve application-related issues, including design and configuration challenges.
• Clearly communicate complex technical issues to various teams, including Product Management, Software Engineering, Sales, and Quality Assurance.
• Escalate complex issues to senior engineers or R&D, providing detailed documentation and analysis for resolution.
• Recreate customer environments to determine the root cause of technical problems.
• Test and validate software updates, upgrades, and hotfixes to ensure reliability.
• Maintain and expand our technical knowledge base by creating and updating documentation.
• Participate in regular team meetings to share insights, best practices, and updates.

Required Skills

Preferred Technical Skills

Note : While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

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