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

Job Location (Short): Kuala Lumpur, Malaysia

Workplace Type: Onsite

Req Id: 3219

Responsibilities

Position Summary / Purpose

• Your primary role is to provide Level 3/ Level 4 application support for designated customers and software applications, providing outstanding service and solutions to Octave’s customers through the handling of issues relating to the support of Octave’s Protect products and services.
• You will seek to resolve problems, with a customer service focus. This may include research, collaboration, learning and training of others via phone, email or in person. Part of a support team, you will share knowledge and challenge the status quo, looking to improve process and procedure to ensure customer satisfaction.
  
  

Responsibilities

• Provide Level 2/3 technical support for business applications and systems ensuring SLAs are consistently met.
• Identifying and prioritising issues and recommending technical solutions, often coordinating solutions with internal stakeholders
• Escalate complex issues to senior team members and internal Octave’s teams including product centre as required after adequate triaging and troubleshooting with the support team
• Manage expectations with the customers throughout the incident lifecycle
• Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
• Maintain an excellent customer satisfaction standard
• Ensure all calls and emails are recorded into the tracking system for reporting purposes
• Train and share knowledge with others
• Triage errors and conduct code level troubleshooting
• Manage and track daily production problems and issues; responsible to ensure effective and timely resolution
• Report periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships
• Produce customer support reports, create customer meeting agenda, participate and run customer meetings as required.
• Monitor and manage all of Octave Protect’s solutions
• Ensure that software consistency is maintained throughout the system’s environments
• Ensure that new products and new versions of existing products are tested and certified prior to introduction into the production environments
• Develop and maintain working relationships within Octave’s customers and with relevant management and staff
• Liaison with Octave’s broader technical teams on resolution of system and software issues.
• Provide technical support at customer site as required.
• Proactively implement changes, patches and other configuration changes to applications and OS etc.
• Maintain system administration, system configuration, process, procedural and task documentation
• Following internal process and procedures for logging faults
• Maintain and support existing environments (software, and application software, services, databases)
• Proactively manage customer expectations when delivering services
• Document processes and procedures
• As part of supporting mission-critical customer environments, the successful candidate will participate in a rotational on-call roster and be required to provide standby support outside normal business hours, including evenings, weekends and public holidays, responding to production incidents within agreed service levels when required.
• Other reasonable tasks as directed from time to time
  
  

Education / Qualifications

• Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Minimum 3–5 years of experience in application support, technical support, IT operations, or a related customer support role.
• Fresh graduates with relevant internship or industrial training experience in application support or system administration may also be considered.
• Experience supporting enterprise or mission-critical applications in a production environment is an advantage.
• Basic understanding of ITIL Incident and Problem Management processes.
• Experience working in SLA-driven support environments is preferred.
• Willingness to participate in an on-call support roster outside normal business hours after completing the required training.
  
  

Skills And Abilities

Essentials

Application & Technical Support

• Experience providing Level 1 and/or Level 2 application support.
• Ability to troubleshoot software and application-related incidents using a structured approach.
• Ability to investigate and resolve incidents while escalating complex issues appropriately
• Database & SQL
• Working knowledge of Microsoft SQL Server and/or Oracle Database.
• Ability to write and troubleshoot SQL queries (e.g., SELECT, JOIN, UPDATE).
• Ability to analyse database information to assist in diagnosing application issues.
  
  

Windows & Infrastructure

• Basic administration knowledge of Microsoft Windows Server and Windows Desktop environments.
• Familiarity with Windows Services, IIS (Internet Information Services), and Windows Event Viewer.
• Basic understanding of Active Directory concepts.
  
  

System Monitoring & Troubleshooting

• Ability to analyse application, system and event logs to identify incidents and support root cause analysis.
• Experience performing system health checks and monitoring production environments.
  
  

IT Service Management

• Experience using ITSM or ticketing tools such as: ServiceNow, Salesforce and Jira Service Management
• Understanding of SLA, incident prioritisation (P1–P4) and escalation processes.
  
  

Customer Support

• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Ability to manage multiple support requests while maintaining service quality.
  
  

General Technical Skills

• Basic understanding of Software Development Life Cycle (SDLC).
• Strong analytical and problem-solving skills.
• Good organisational, time management and prioritisation skills.
• Ability to work independently while collaborating effectively within a team.
  
  

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at ************* and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.