Technical Support Associate Software Engineer Kuala Lumpur, Malaysia Technical Support Associat[...]

Description

Technical Support Associate Software Engineer

About Us : At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com

About the Role

The Technical Support Associate Software Engineer is part of Sitecore’s Product Support team, which plays a critical role in helping customers and partners resolve complex technical challenges and ensure successful implementations of Sitecore solutions.

This is a hands-on technical support role focused on deep investigation and resolution of complex issues across Sitecore’s product suite—including Experience Platform, Experience Manager Cloud, and Content Hub. The role involves troubleshooting, developing patches and code samples, and configuring solutions. While not a full-scale development position, it requires strong technical and coding capabilities.

You will collaborate with Certified Sitecore Developers globally, primarily through written communication, and occasionally via online meetings for high-priority or complex cases. In addition to helping Partners and Customers deliver successful Sitecore solutions, the team contributes to the development of Sitecore products, develops and maintains own modules and applications.

Position will require participation in a rotation 24x7x365 shift schedule, including work during late hours and weekends, according to the predefined schedule and in compliance with all local labor regulations.

What You’ll Do :

• Troubleshoot and resolve complex technical issues related to Sitecore products.
• Analyse product behaviour and usage patterns to identify root causes.
• Develop patches, configuration adjustments, and code examples to support customers.
• Collaborate with internal teams to improve product stability and support processes.
• Participate in a 24x7x365 shift rotation, including evenings and weekends, as scheduled.

What You’ll Need :

Additional Skills That Set You Apart :

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