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

• Oversee post-sales service activities for designated global service customer accounts

• Act as the primary escalation point of contact for service clients

• Collaborate with engineering, sales, RMA, production, and both internal and external stakeholders throughout the APAC region

• Introduce and advocate for suitable service programs while conducting operational reviews

• Address technical issues escalated by help desk and field engineers in conjunction with specialized engineering teams

• Monitor customer accounts, service requests, follow-up actions, and customer expectations

• Prepare and sustain technical support documentation and training materials

• Coordinate customer escalations with cross-functional teams to guarantee effective communication and resolution

• Visit customer sites to comprehend requirements, offer technical consultation, and present service solutions

• Assist with on-site integration, implementation, and deployment activities

• Manage equipment during installation or support tasks

• Travel within the APAC region, with an estimated 25% travel requirement based on engagements and projects

• A Bachelor's degree in Engineering, Information Technology, Computer Science, or another technical field is preferred, though not mandatory

• Approximately 5+ years of experience in the engineering/IT sector or a related field is ideal

• Familiarity or practical experience with x86-based products, server platforms, or related computing technologies is advantageous

• Strong punctuality, attention to detail, and a responsible mindset towards customer and technical support activities

• Proficient working knowledge of English, with strong verbal and written communication abilities

• Additional language skills relevant to APAC customer interactions are beneficial

• Excellent communication and interpersonal skills

• Practical experience in technical troubleshooting and problem-solving is essential

• Experience managing customer escalations is a plus

• Capability to juggle multiple priorities and meet time-sensitive customer needs in a dynamic environment

• Flexibility to address urgent or unforeseen issues

• Familiarity or experience with Linux operating systems, virtualization technologies, or related server technologies

• Willingness to travel within the APAC region as business needs dictate

• Ability to manage equipment weighing around 40 lbs; lifting aids or a buddy system is required for items exceeding 50 lbs

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible working arrangements

• Supportive and collaborative work environment

Technical Account Manager

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