全职 Technical Support Engineer 工作, 薪水, Dah Reply | AI Agent 公司招聘中 - Ricebowl

About DahReply

DahReply is an AI customer engagement platform that helps businesses automate and manage customer conversations across channels such as WhatsApp, Instagram, Messenger and websites.

We work with businesses across different industries to deploy AI agents, workflows and integrations that support their customer service, sales and operations.

As our SaaS customer base grows, we are looking for a Technical Support Engineer to help us deliver reliable, responsive and high-quality technical support to our customers.

About the Role

This role is responsible for providing 24/7 technical support to customers subscribed to our Priority Support Plan.

You will be the first technical point of contact when customers encounter issues with their AI agents, workflows, integrations or platform.

This is not a traditional customer service role. We are looking for someone who enjoys troubleshooting technical problems, investigating issues and working closely with developers to get problems resolved.

Key Responsibilities

24/7 Technical Support

• Provide technical support to customers through our designated support channels.
• Respond to production incidents according to the agreed SLA.
• Monitor and manage incoming support requests, prioritising issues based on severity and business impact.
• Keep customers informed throughout the incident resolution process.
• Ensure proper documentation and follow-up for every major incident.

Technical Troubleshooting

• Investigate issues related to AI agents, workflows, integrations and platform functions.
• Perform basic troubleshooting using system logs, dashboards and monitoring tools.
• Identify whether an issue is related to configuration, application behaviour, infrastructure or third-party services.
• Reproduce issues where possible and provide clear technical information to the development team.
• Perform basic operational tasks such as restarting services or checking system health when authorised.

Incident Management

• Handle production incidents according to defined severity levels and escalation procedures.
• Escalate complex issues to DevOps, developers or the technical lead.
• Coordinate between customers and the internal technical team during critical incidents.
• Document root causes, solutions and preventive actions.
• Help improve our support SOPs, troubleshooting guides and incident runbooks.

Product & Customer Support

• Help customers understand how to use DahReply effectively.
• Assist with basic platform configuration and troubleshooting.
• Identify recurring customer issues and recommend product or technical improvements.
• Work closely with Product, Project Management, DevOps and Development teams.

Requirements

• Experience in technical support, application support, system administration, DevOps or a similar technical role.
• Good understanding of web applications, APIs and cloud-based systems.
• Basic knowledge of databases, networking and server environments.
• Comfortable reading application logs and troubleshooting technical issues.
• Familiarity with AWS, Docker, Linux, REST APIs or cloud platforms is an advantage.
• Good written and verbal communication skills.
• Able to explain technical problems clearly to both technical and non-technical people.
• Strong problem-solving mindset and attention to detail.
• Comfortable working in a fast-moving startup environment.

24/7 Support Requirement

This role supports customers under our 24/7 SLA.

You will participate in an on-call rotation, rather than being expected to work continuously around the clock.

Candidates must be comfortable responding to critical production incidents outside normal working hours when scheduled for on-call duty.

What We Look For

We are looking for someone who:

• Doesn't panic when a production issue happens.
• Enjoys finding the root cause instead of simply applying a temporary fix.
• Can communicate calmly with customers during incidents.
• Knows when to troubleshoot independently and when to escalate.
• Is willing to learn how AI applications, APIs, cloud infrastructure and integrations work.
• Takes ownership of issues from the moment they are reported until they are properly resolved.
• Can work independently in a remote-first environment.

Why Join DahReply?

• Work directly with real-world AI applications used by businesses.
• Gain hands-on experience in AI, SaaS, cloud infrastructure and automation.
• Work closely with developers and product teams.
• Remote-first working environment.
• Opportunity to grow into Technical Support Lead, DevOps/SRE or Solutions Engineer roles as the company scales.
• Be part of a growing Malaysian AI company building products for the regional and global market.