Application Support Engineer

Boustead; Shah Alam; On-site; MYR 60,000 - 100,000; Full time

Job summary

Cartinuum is seeking an Application Support Specialist to manage end-to-end support ticket lifecycle and coordinate incident management with customers, resellers, and internal teams.

You will contribute to continuous improvement of support processes, runbooks, and knowledge base, while ensuring SLAs are achieved and monthly performance reports are prepared.

Qualifications

• Bachelor's degree or equivalent qualification.
• Minimum 4 years' experience in application support, ideally within a SaaS environment.
• Demonstrated experience managing support cases from investigation through to resolution.

Responsibilities

• Manage and resolve application support tickets in line with agreed service levels.
• Analyse, prioritise, assign, and elevate issues as required.
• Provide proactive, professional communication to customers and stakeholders.
• Monitor ticket queues and mitigate SLA risks.
• Coordinate technical triage activities and engage specialist teams when needed.
• Support incident response and service restoration during disruptions.
• Collaborate with Maintenance and Production Support teams on application and infrastructure matters.
• Develop and maintain knowledge base articles, operational runbooks, and support documentation.
• Prepare monthly support performance and SLA reports.
• Participate in limited after-hours, weekend, and on-call support as required.

Skills

Customer engagement

Analytical thinking

Organised

SaaS support experience

Education

Bachelor's degree or equivalent

Tools

Jira

Jira Service Management

PostgreSQL

SQL

Windows

Linux

Job description

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Cartinuum, you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.We are a technology company with regional operations, recurring revenue and an evolving data and reporting environment.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that's how we achieve incredible things for communities, economies, and for your career.

About the Role

As an Application Support Specialist, you will be responsible for managing the end-to-end support ticket lifecycle, from investigation and prioritisation through to resolution. Working closely with customers, resellers, and internal technical teams, you will help maintain service excellence while ensuring support commitments and SLAs are achieved.

You will act as a key point of coordination during incident management activities, assist with application and infrastructure-related issues, and contribute to the continuous improvement of support processes and documentation.

Key Responsibilities

• Manage and resolve application support tickets in line with agreed service levels.
• Analyse, prioritise, assign, and elevate issues as required.
• Provide proactive, professional communication to customers and stakeholders.
• Monitor ticket queues and mitigate SLA risks.
• Coordinate technical triage activities and engage specialist teams when needed.
• Support incident response and service restoration during disruptions.
• Collaborate with Maintenance and Production Support teams on application and infrastructure matters.
• Develop and maintain knowledge base articles, operational runbooks, and support documentation.
• Prepare monthly support performance and SLA reports.
• Participate in limited after-hours, weekend, and on-call support as required.

About You

You are a highly organised and analytical support professional with strong customer engagement skills and a passion for delivering exceptional service.

Essential Experience & Skills

• Bachelor's degree or equivalent qualification.
• Minimum 4 years' experience in application support, ideally within a SaaS environment.
• Demonstrated experience managing support cases from investigation through to resolution.
• Strong communication skills with the ability to engage both technical and non-technical stakeholders.
• Experience with Jira and Jira Service Management (JSM)..
• Knowledge of PostgreSQL and SQL query development.
• Availability to participate in occasional after-hours and on-call support.

Desirable

• Exposure to Esri products and geospatial technologies.
• Working knowledge of AWS services such as EC2, EBS, Lambda, and CloudWatch.
• Experience supporting Windows and Linux environments.

Why Join Us?

This is an opportunity to work in a collaborative and supportive environment where your technical expertise and customer-focused approach will have a direct impact. You'll work alongside experienced professionals, contribute to service improvements, and play a key role in delivering reliable, high-quality solutions to customers.

Discover how our values shape our impact, your journey begins with one click here:Our people.

No recruitment agencies please.

We are managing this recruitment process internally and will not accept unsolicited CVs or candidate introductions from agencies.