Senior Technical Support Engineer

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Investigate intricate customer challenges within a multi-component SaaS platform, tracing issues through application behavior, workflows, and integrations.

• Analyze system performance using SQL queries and database exploration to validate data, identify discrepancies, and pinpoint root causes.

• Utilize browser developer tools (Network and Console) to examine requests, responses, and API behavior while resolving application issues.

• Conduct systematic debugging of system behavior through logs, monitoring tools, APIs, and data analysis.

• Act as the primary technical liaison for customers in the APAC region, managing written correspondence, customer calls, and incident discussions.

• Clearly communicate technical findings to both customers and internal engineering teams, converting complex investigations into actionable insights.

• Develop structured, reproducible bug reports and work closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to facilitate resolutions.

• Independently make prioritization and escalation decisions during regional business hours.

• Identify recurring issues, systemic risks, and process gaps, translating these insights into enhancements for Support and Product.

• Contribute to documentation, support tooling enhancements, and operational initiatives as the support function continues to expand.

⛳️ Requirements

• Over 6 years of experience in Technical Support, Application Support, or customer-facing technical engineering roles (minimum of 5 years considered).

• A passion for debugging complex issues.

• Ability to communicate effectively with both technical and non-technical stakeholders.

• Demonstrates ownership of problems until they are resolved.

• Detail-oriented and methodical in system analysis.

• Proficient in troubleshooting complex software systems.

• Working knowledge of SQL.

• Experience in issue investigation using data and database queries.

• Familiarity with browser developer tools (DevTools, Network tab).

• Capable of inspecting request/response data (e.g., JSON payloads).

• Experience supporting SaaS or enterprise software (Bonus).

• Familiarity with application logs and debugging workflows (Bonus).

• Experience working with ticketing systems and customer-facing technical support (Bonus).

• Exposure to relational database schemas and data models (Bonus).

🏝️ Benefits

• Flexible work arrangements that cater to your needs and the role.

• Competitive compensation package.

• High-quality offices and state-of-the-art equipment.

• Opportunities for continuous improvement and career growth.

• Engaging team activities, selected by our team for genuine enjoyment, rather than for social media appearances.

• A fantastic team of passionate and supportive individuals.