Software Engineer – Customer Support

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

📋 Description

• Serve as the primary technical contact for customer issues, providing frontline support.

• Prioritize swift triage, effective communication, and adherence to established support protocols.

• Concentrate on directly resolving both known and complex issues.

• Recognize when escalation is necessary while ensuring customer satisfaction through responsiveness, accuracy, and commitment.

• Responsible for adhering to SLAs, maintaining customer communication, and facilitating seamless handoff experiences as required.

• Independently plans and organizes related tasks to achieve interdependent objectives.

• Develops solutions for moderately complex problems with minimal supervision.

⛳️ Requirements

• Proven experience in supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications.

• Deep understanding of Java, JVM internals, multithreading, and memory management.

• Practical experience in Linux environments and production-level troubleshooting.

• Familiarity with Docker, Kubernetes, and cloud-native infrastructure.

• Experience in analyzing thread dumps, heap dumps, GC logs, and identifying performance bottlenecks.

• Knowledge of distributed systems concepts such as clustering, replication, failover, and fault tolerance.

• Exposure to technologies including Apache Ignite / GridGain, Kafka, Redis, Hazelcast, and Cassandra.

• Experience supporting enterprise customers in production and SLA-driven settings.

• Strong skills in troubleshooting, debugging, and root-cause analysis.

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

• Preferred experience in technical support, SRE, backend engineering, DevOps, or platform operations environments.

• Bachelor’s degree with 3+ years of experience, or a Master’s degree with 1+ years of experience, or equivalent industry experience.

🏝️ Benefits

• 25 days of paid annual leave (in addition to holidays).

• Significant flexibility and autonomy in work.

• Health insurance coverage.

• Life and disability insurance provisions.

• Financial support for professional development resources.

• Parental leave policy.