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Support Team Lead

Michael PageKuala Lumpur, Kuala Lumpur, Malaysia

2 hari lalu

Penerangan pekerjaan

Michael Page Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About Our Client

The hiring company is a well-established large organization in the technology and telecoms industry. They are known for their expertise in delivering advanced solutions and fostering a culture of growth and innovation.

Benefits

Great career growth
Great benefits and compensation

Job Description

You will be responsible for building and mentoring a small support team, ensuring that issues are resolved effectively, efficiently, and with added value—not just surface-level responses. This role requires a customer‑first mindset, strong technical expertise, and proven team leadership experience. Fluency in both English and Mandarin is required.

Leadership & Team Development

Lead, coach, and mentor a small but growing support team.

Manage hiring, onboarding, and professional development of new support engineers.

Foster a customer‑centric culture that prioritizes effectiveness, value, and empathy in every customer interaction.

Ensure engineers are trained to anticipate needs and provide proactive guidance, not just transactional answers.

Support Operations (P3 & P4)

Oversee and manage P3 (medium priority) and P4 (low priority) support cases.

P3 : Cases where purchased service features are not operating as documented.

P4 : General questions, how‑to inquiries, and enhancement requests.

Ensure SLA‑driven responses and effective resolutions.

Escalate P1 / P2 cases as needed to higher‑level support or engineering teams.

Monitor and report on support KPIs (ticket volumes, MTTR, SLA compliance).

Must-Have

5+ years in technical support, DevOps, SRE, or observability roles.

2+ years proven experience leading or managing technical support teams.

Experience in enterprise‑level customer support, handling complex environments and high‑touch expectations.

Strong command of observability concepts (metrics, logs, traces, APM, RUM, SIEM).

Hands‑on expertise with cloud platforms and Linux / Windows.

Software development knowledge (Python, Java, JavaScript, or Go) for debugging and light automation.

Excellent communication skills, with fluency in both English and Mandarin.

Good-to-Have

Familiarity with tools like Datadog, Elastic, Splunk, Prometheus, Grafana.

Knowledge of ITIL frameworks and incident management best practices.

Experience working in SaaS multi‑tenant environments.

What’s On Offer

Opportunities to work on cutting‑edge technology projects.

A positive and innovative company culture.

Potential for career growth within a large organization.

If you are passionate about the technology industry and are looking for a role that offers both challenges and rewards, we encourage you to apply!

Contact : Khatijah Mohamed Ismail

Quote job ref : JN-

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology and Engineering

Industries

IT Services and IT Consulting

Computer and Network Security

Software Development

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