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

The Support Engineer is responsible for the initial handling of tickets and ensuring that customer inquiries/issues regardless of the product line get off to a successful start. The Support Engineer will gather information for a ticket, search for resolution in the documentation, review known error/bugs database, and work for a quick resolution.

Where a resolution is not possible (SLA impact or skills lacking), the Support Engineer will escalate the ticket to the correct Specialized Support Team. This role acts as being the face of the company, representing the Global Services organization.

As a result, a Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing effortless customer experience, and demonstrating strong listening/understanding skills and empathy.

Support Engineers are expected to be well familiar with internal policies and procedures and external and internal technical documentation. Support Engineers are also expected to help manage and contribute to the Help Centre documentation.

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
  • Create Knowledge Base articles based on your findings

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
  • Flexible, willing to work shifts or do what’s necessary to help our customers on a 24/7/365 basis

You’ll show us:

  • A proven track record in technical support
  • In-Depth knowledge of Linux-based operating systems and services
  • Experience with RPM-based distributions such as CentOS, Red Hat
  • Strong analytical, debugging, and problem-solving abilities
  • Excellent written English
  • Experience with Shared Hosting platforms and/or control panels, such as cPanel, Plesk, DirectAdmin is a plus

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
  • Paid vacation, 28 days per year, and sick leaves
  • Knowledge exchange

Job Features

Job Category

Technical Support, Technology

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