MerchantSpring Hiring! Full Time Technical Support Engineer in Federal Territory - Ricebowl

Location: Kuala Lumpur

Focus: Technical Ownership · Rapid Problem Solving · Product Advocacy

Overview

We are looking for a sharp and resourceful Support Engineer with 3–6 years of experience to join our team in Kuala Lumpur. You will sit at the frontline of our analytics platform — investigating customer-reported issues, diagnosing problems across the full stack, and partnering with our engineering team to drive root-cause fixes. This role is ideal for someone with strong analytical and problem-solving skills who enjoys digging through logs, queries, and APIs to understand exactly what is happening and why.

You will handle a wide variety of tickets across the app — from data discrepancies and marketplace integration issues to performance, UI, and reporting questions. You will own each ticket end-to-end: reproduce the issue, identify the root cause, resolve what you can independently, and engage the development team with a clear, well-documented case when escalation is required. The goal isn’t just to close tickets — it’s to ensure each issue is solved once and feeds back into a more reliable product.

Responsibilities

• Investigate and resolve customer-reported issues across the platform — frontend, backend, APIs, marketplace integrations, and data pipelines.
• Reproduce reported problems in a controlled environment and identify root causes through application logs, database queries, and Browser DevTools.
• Triage and prioritize incoming tickets based on customer impact, business value, and urgency.
• Act as the bridge to engineering: when escalation is required, hand off reproducible cases with clear context, business impact, and suggested next steps to minimise developer interrupt overhead.
• Collaborate with product, QA, and engineering to drive permanent fixes and reduce recurring issues.
• Maintain and improve internal runbooks, support playbooks, and customer-facing help-centre content.
• Write simple scripts and SQL queries to investigate data issues and automate repetitive support tasks.
• Spot patterns in support data and surface product improvement opportunities to the wider team.

Qualifications

• Bachelor’s Degree in Computer Science, Engineering, or a related field (or equivalent experience).

Skills & Experience

• 3–6 years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
• 3-6 years experience in NodeJs, Typescript, React, PostgreSQL, MongoDB.
• Strong analytical and problem-solving skills with a natural instinct for root-cause investigation.
• Proficient in SQL and comfortable reading AWS Cloudwatch logs to diagnose issues.
• Comfortable working with REST APIs (Postman/cURL) and Browser DevTools (Network and Console tabs).
• Excellent written and verbal communication — able to explain technical issues clearly to non-technical customers and to engineers.
• Ability to triage, prioritise, and stay calm under pressure across multiple concurrent tickets.
• Ability to leverage AI coding assistants to boost overall productivity.

Nice to Have

• Experience supporting B2B SaaS, analytics, or other data-heavy products.
• Familiarity with e-commerce or marketplace platforms (e.g., Amazon, Shopify, WooCommerce) and concepts such as orders, products, and categories.
• Power user of AI tools like Claude, Cursor, or similar to accelerate investigation and documentation.

Why Join Us

• Founding member of our support function — you won’t inherit a playbook, you’ll write it. Define the tooling, processes, SLAs, and standards that will guide the team as we scale.
• Clear path to own and grow the department — start as the technical anchor for support, and grow into the leader who shapes hiring, structure, and strategy as the team expands beneath you.
• High-impact role at the intersection of product, customers, and engineering — your work directly shapes product quality and the customer experience.
• Work with a modern tech stack and cloud-native architecture across a global, fastmoving team.
• Real opportunity to grow technically and professionally — own the customer experience end-to-end and have visible influence on the product roadmap.