全职 IT Technical Support Engineer 工作, 薪水, System Management Services Sdn. Bhd. Federal Territory 公司招聘中 - Ricebowl

At System Management Services, we're building cutting-edge SaaS solutions that empower businesses to protect and secure its data. We pride ourselves on a collaborative, innovative, and customer-centric culture where every team member makes a real impact.

We are seeking a highly motivated and skilled Technical Support Engineer to join our growing team. In this pivotal role, you will be the frontline hero for our customers, providing expert technical assistance and ensuring their success with our SaaS product. If you thrive on problem-solving, possess strong communication skills, and are passionate about delivering exceptional customer experiences in a fast-paced SaaS environment, we want to hear from you.

Responsibilities

• Provide prompt, professional, and accurate technical support to customers via various channels (e.g., ticketing system, email, chat, phone, video calls)
• Research, diagnose, troubleshoot, and identify solutions to resolve complex technical issues related to our SaaS platform, including configuration, usage, and integration challenges.
• Systematically investigate reported issues, reproduce problems in test environments, and identify root causes (product, integration, customization, user error).
• Work closely with partners and Principals to escalate complex issues, provide detailed bug reports, and contribute to product improvements based on customer feedback.
• Create and maintain comprehensive technical documentation, knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Identify recurring issues and trends to propose solutions that can be scaled or automated, contributing to a more robust and self-serviceable product.
• Manage customer expectations effectively, provide timely updates on case status, and ensure a positive resolution experience.
• Participate in team meetings, contribute to process improvements, and stay up-to-date with new product features and technologies.

Qualifications

• Bachelor's Degree in Computer Science, Mathematics, IT-related discipline, or equivalent practical experience.
• Minimum of 3+ years of experience in a technical support role, preferably within a SaaS company.
• Ability to communicate complex technical information clearly and concisely to diverse audiences with varying technical understanding (both written and verbal, proficient in English).
• Excellent analytical and problem-solving skills with a methodical approach to diagnosing and resolving technical issues.
• A genuine passion for helping customers succeed and providing an outstanding support experience.

• Technical Acumen: Strong understanding of:
• Operating Systems (Windows, Linux, Unix)
• Networking concepts (TCP/IP, DNS, firewalls, load balancing)
• Cloud platforms (e.g., AWS, Azure, Huawei Cloud) and their services.
• Databases (e.g., MSSQL, Oracle, DB2, including recovery principles).
• Virtualization technologies (VMWare, HyperV).
• Data Protection, Backup Solutions, and Disaster Recovery principles.
• Experience with at least some of the following is highly advantageous: SAN, iSCSI, RAID, Storage Systems (Hitachi, HP, IBM, EMC, Dell, NetApps), Veeam, Microsoft products (Active Directory, SQL Server, Exchange).

• Flexibility to adapt to a changing environment and evolving product features.
• Committed to achieving resolutions and providing excellent follow-up.
• Ability to work effectively within a team and with cross-functional departments.
• Proactive, able to manage multiple priorities, and committed to continuous learning and career progression.

Benefits:

• Competitive salary and benefits package.
• Opportunities for promotion and career growth within a rapidly expanding SaaS company.
• Professional development and training programs to enhance your skills.
• Maternity leave.
• A collaborative and inclusive work environment.