Fulltime, Remote
Kuala Lumpur, Malaysia, Remote, Selangor
Posted 3 years ago

The Senior Support Engineer is responsible for resolving the most complex escalations within Support. Ideally, nothing should pass our Senior Support Engineers unless it is an issue that only other departments can address. As part of our team, our senior-level Engineers have an opportunity to refine their skill-set around the specific products and services.

As time progresses, Senior Engineers can grow into Lead Sr. Engineers, and later into Technical Account Management, Sales Engineering, or Development roles. You and the other senior support staff is to set an example with every customer they handle.

Some of the most important responsibilities are providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the team’s success.

“Next issue prevention” and effective escalation management to the Product Development are the critical elements of success. This role consistently interacts with key customers and is required to spot and communicate opportunities or pain points for additional services or solutions that we can provide to our customers.

You are:

  • Technical, a passionate problem-solver with a customer-centric mindset.
  • Organized, resourceful and responsive, because you’ll be working remotely, at home, or wherever suits you best.

You will show us:

  • A proven track record in technical support
  • In-Depth knowledge of Linux-based operating systems and service
  • Experience with RPM-based distributions such as CentOS, Red Hat
  • Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc.
  • Excellent written and spoken English
  • Basic knowledge of Python to debug components with more efficiency
  • Experience with control panels such as cPanel, Plesk, DirectAdmin is a plus

What you will do

  • Give world-class support to worldwide customers
  • Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
  • Engage directly with customers, make sure they’re happy, loving us and our products.
  • Involve yourself with product development, using your insight of customer’s issues and use cases.

We’ll give you:

  • Great opportunity for professional development within a fast-growing company
  • Interesting and challenging tasks
  • Remote work with long-term employment on a full-time basis under contract
  • High-level compensation based on the performance reviews
  • Paid vacation, 28 days per year, and sick leaves
  • Knowledge exchange

Job Features

Job Category

Technical Support, Technology

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