Associate Support Engineer KUL (LST)
Kuala Lumpur, Malaysia
Managed Services & Support /
Full-time /
Hybrid
G'day!
We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we’ve got your back.
Why is ServiceRocket the place for you 🧡
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
We are seeking a customer-centric and technical Support Engineer to join our fantastic team in Kuala Lumpur. The Technical Support Engineer is responsible for assisting, diagnosing, troubleshooting and delivering effective solutions to customers for simple to mid-complex technical problems. You will have the opportunity to learn from different cutting-edge technologies and engage with new customer support onboarding within a hybrid-support environment. This role will also enable yourself to build towards complex level product support as part of career growth within the organization.
Responsibilities
- Flexible to work on shift rotations, public holidays and weekends Provide world class technical support to our customers
- Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
- Enable replication and debugging of issues to verify product related bugs
- Collaborate with our global support team, share best practices and drive process improvements
- Advocate for our customers, influence product direction through customer feedback
- Test and evaluate new product versions to ensure they are ready for release
- Influence conversions through product demo and customer interactions
- Creation and curation of knowledge-base articles, use cases and documentation to help customers help themselves
Skills
- 1-2 years experience in technical support role, preferably in a software environment with good troubleshooting experience
- Experience and/or familiarity with Java, JVMs, JavaScripts
- Has operating system knowledge (e.g. Windows and/or Linux)
- Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
- Experience with servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
- Foundation of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
- Experience and/or familiarity with with API, CSS, HTML
- Familiarity with multiple hosting platforms
- Strong degree of empathy for the customer experience
- Excellent communication skills, possessing the ability to support customers over email, chat, phone, and screen-shares
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
- Passionate about crafting solutions and documenting knowledge
- Process oriented in driving outcomesResponsive and adaptable to changes
Perks ✨🍇🚀
-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
-Stock options: you have the opportunity to participate in the ownership of the company.
-Health insurance: we support you and your family–your well-being matters.
-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
-Career pathways program: you can grow horizontally, vertically, or any way you want.
-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Our Selection Process 🔎
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
*Only shortlisted candidates will be notified*
Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.
RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email careers@servicerocket.com.
