Technical Support Engineer

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

📋 Description

• Analyze and address customer concerns, ensuring prompt responses and clear, solution-focused communication.

• Assist customers in comprehending and effectively utilizing the platform, helping them to maximize its capabilities.

• Collaborate closely with Customer Success, Product, Engineering, and external partners to resolve issues and enhance the customer experience.

• Take full ownership of technical issues from start to finish, escalating when necessary and ensuring that resolution efforts are advanced.

• Contribute to the enhancement of support processes, documentation, and best practices to boost team efficiency.

• Gather and organize customer feedback, sharing insights with Product and Engineering teams to guide improvements.

⛳️ Requirements

• 2–4 years of experience in a customer-facing technical support role or similar position, preferably within a SaaS or technology setting.

• Strong troubleshooting abilities, with the capability to identify root causes and articulate solutions effectively.

• Basic familiarity with APIs, logs, and debugging tools.

• Excellent communication skills, with the capacity to clarify technical subjects to both technical and non-technical audiences.

• A collaborative mindset and the ability to work efficiently across teams.

• Ability to adapt swiftly in a dynamic, fast-paced environment.

• A structured and solution-oriented approach to problem-solving.

🏝️ Benefits

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

• All employees play a crucial role in ensuring the highest levels of care, GDPR, and ISO compliance, including ISO 27001, in managing sensitive data.

• We offer equal opportunities to all qualified candidates regardless of race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background, and other characteristics.