Technical Support Engineer

Location : Malaysia

Contract Type : Employee (Full-time)

About the Role

The Technical Support Engineer provides business-critical technical support to partners, highly skilled customers, and IT and functional staff, including Database Administrators, System Administrators, IT Managers, Directors, and line-of-business stakeholders. This role involves frequent collaboration with Product Development and Consulting Services to deliver complete, comprehensive solutions and drive continuous software and process improvements.

You will deliver support via phone, web, and email for enterprise software products, taking ownership of issues through to resolution while ensuring a high level of customer satisfaction.

Key Responsibilities

• Take ownership of customer issues and ensure end-to-end resolution.
• Provide enterprise-level technical support via phone, web, email, and other support channels.
• Research, diagnose, and troubleshoot issues related to application use, design, and configuration.
• Deliver prompt, accurate, and professional feedback to customers.
• Communicate complex technical issues effectively to customers and cross-functional teams.
• Mentor and provide guidance to Associate Technical Support Engineers.
• Handle escalated issues, providing detailed analysis and troubleshooting steps.
• Collaborate with development engineers following approved escalation protocols.
• Contribute to the knowledge base by creating and maintaining technical documentation.
• Prepare and maintain test systems for issue replication.

Required Skills & Knowledge

SQL databases

Windows Administration

(e.g., software installation, configuration).

test cases

to replicate and resolve issues.

Wireshark, Fiddler

).

Process Monitor, Event Viewer

).

Desired Skills & Knowledge