Application Support Engineer

BD (Tissuemed Ltd); Kulim; On-site; MYR 45,000 - 65,000; Full time

Job summary

A leading technology firm in Malaysia is looking for an Application Support Engineer to provide site support for eDHR software implementation. Candidates should have a Bachelor's degree in IT or a related field and 2–5 years of experience in application support. Responsibilities include diagnosing eDHR application issues, monitoring system performance, and developing training materials for end-users. Strong troubleshooting skills and experience in a regulated environment are essential.

Qualifications

• 2–5 years of experience in application support in a regulated manufacturing environment.
• Experience with digital manufacturing systems or eDHR platforms.
• Strong troubleshooting skills and knowledge of performance monitoring tools.

Responsibilities

• Diagnose and resolve issues related to eDHR applications.
• Monitor eDHR system health and performance.
• Develop and deliver training materials for end-users.

Skills

Technical Support & Troubleshooting

Application Performance Monitoring

Root Cause Analysis

SQL Knowledge

Training Material Development

Education

Bachelor’s degree in information technology, Computer Science, Engineering

Tools

MES platforms

SQL

Job description

Job Description Summary

Application Support Engineer position for site support of eDHR software implementation. Expected project period 2 years.

Job Description

P2-12446

• Technical Support & Troubleshooting
• Diagnose and resolve issues related to eDHR applications, including data capture, workflow errors, and system performance.
• Provide timely support to users on the shop floor and quality teams using the eDHR system.
• Perform root cause analysis and document resolutions for recurring issues.
• System Monitoring & Maintenance
• Monitor eDHR system health and performance to ensure uptime and data integrity.
• Administer updates, patches, and configuration changes in coordination with IT and OT teams.
• Maintain logs of bugs, glitches, and corrective actions taken.
• User Training & Documentation
• Develop and deliver training materials for end-users, including SOPs and troubleshooting guides.
• Assist non-technical staff in understanding and using the eDHR system effectively.
• Document support activities and maintain a knowledge base for future reference.
• Collaboration & Change Management
• Work closely with developers, validation engineers, and quality teams to implement system improvements.
• Support code migrations and configuration changes across environments (e.g., QA, production).
• Participate in change control processes and ensure validated state is maintained.
• Change Control & Documentation
• Manage and control changes during software implementation and ongoing operations.
• Establish frameworks for securing approvals for workflow and data changes.
• Support audits by providing timely and accurate system evidence.
• Maintain detailed records of issues, resolutions, and system configurations.
• Prepare reports on application performance and support activities.
• Document troubleshooting steps and best practices.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• 2–5 years of experience in application support, MES systems, or IT operations in a regulated manufacturing environment.
• Experience supporting digital manufacturing systems or eDHR platforms.
• Familiarity with GMP, data integrity, and audit readiness.
• Hands‑on experience with MES platforms, preferably Apriso.
• Strong troubleshooting skills in application errors, workflow issues, and data integrity.
• Knowledge of SQL, system logs, and performance monitoring tools.
• Experience with patch management, system updates, and configuration changes.
• Proven ability to provide technical support to shop floor and quality teams.
• Experience in root cause analysis, incident documentation, and issue resolution tracking.
• Familiarity with change control processes and validated environments.
• Ability to create and deliver training materials, SOPs, and user guides.
• Skilled in translating technical concepts for non‑technical users.
• Experience maintaining a knowledge base or support documentation repository.
• Strong interpersonal skills to work with developers, validation engineers, IT, and quality teams.
• Ability to support code migrations, environment transitions, and system enhancements.
• Clear and concise communication for issue reporting and stakeholder updates.

Required Skills

Optional Skills

Primary Work Location

MYS Kedah - Bard Kulim (Malaysia)

Work Shift

MY3 Normal 8a-4.45p Group 26 (Malaysia)