Software Technical Support Engineer (WFH)

Software Technical Support Engineer (WFH)

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 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 and Knowledge

Service-Oriented Mindset : A client-first approach with a strong problem-solving attitude.

Communication & Collaboration : Excellent interpersonal skills to engage effectively with customers, partners, and internal teams.

Technical Expertise : Ability to quickly learn new products and develop in-depth knowledge of their configurations.

Customer-Focused Communication : Strong ability to interact professionally with clients and business partners.

Problem-Solving : Quick thinking and resourcefulness in troubleshooting and resolving technical issues.

Teamwork & Collaboration : Ability to work cross-functionally with various departments to drive successful outcomes.

Independence & Initiative : Self-motivated and capable of taking ownership of projects with minimal supervision.

Adaptability : Comfortable working in a fast-paced, ever-evolving technical environment.

Preferred Technical Skills

Databases : SQL Server, Oracle, DB2

Web Application Servers : Tomcat, WebSphere

Additional Information

Asia timezone = MY 8 : 30 am to 5 : 30 pm

Japanese speaking is good to have but not compulsory.

Experience in Windows server and Linux.

Fully remote, but must go to the office for training and laptop collection. Approximately less than 5 days per year.

Open to local or PR only.

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