Senior/Lead Technical Support Engineer

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

📋 Description

• Take ownership of customer issues from start to finish, providing timely, high-quality responses and sustainable solutions.

• Serve as an escalation point for complex technical problems, collaborating closely with Product and Engineering teams to facilitate resolution.

• Educate and guide customers on effectively utilizing the platform to help them maximize its capabilities.

• Assist in enhancing support processes, documentation, and best practices to improve efficiency and consistency.

• Develop and maintain runbooks, troubleshooting guides, and internal resources to increase team knowledge.

• Gather and convert customer insights into actionable feedback for the Product and Engineering teams.

⛳️ Requirements

• 5–8 years of experience in a customer-facing technical support role, preferably in SaaS or enterprise technology sectors.

• Strong troubleshooting abilities, with the capacity to analyze issues and clearly communicate solutions to both technical and non-technical audiences.

• Familiarity with APIs, logs, and debugging tools.

• A structured, data-informed approach to problem-solving, utilizing metrics to prioritize and enhance outcomes.

• Capability to excel in fast-paced, dynamic environments with a strong sense of ownership and adaptability.

• Excellent collaboration skills and experience working cross-functionally with Product, Engineering, and Customer teams.

• Experience in coaching or mentoring others, contributing to the development of the team.

🏝️ Benefits

• Parloa is dedicated to maintaining the highest data protection standards for the data of our clients and employees.

• All employees play a vital role in ensuring the highest levels of care, GDPR, and ISO compliance, including ISO 27001, in the handling of sensitive information.