Application Support Engineer

Hatio Sea Sdn Bhd; Subang Jaya; On-site; MYR 50,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Opportunities for promotion

Parental leave

Job summary

Hatio is seeking a Support Engineer to assist customers using our cloud supply chain platform. You will troubleshoot issues, help configure the platform, and collaborate with product and engineering teams to ensure a seamless customer experience across WMS, OMS, and API integrations.

The role requires 1–3 years in technical support, with familiarity in REST APIs, JSON, HTTP status codes, and basic scripting or SQL.

Qualifications

• 1-3 years of experience in technical support or application support roles.
• Familiarity with REST APIs, JSON, HTTP status codes, and basic scripting or SQL is a strong plus.
• Strong analytical skills and attention to detail in issue diagnosis.
• Fluent in English or Bahasa; able to explain technical concepts clearly to non-technical users.
• Team player with good spirits

Responsibilities

• Handle Level 2 support tickets escalated by L1 or reported directly by users.
• Investigate platform issues, including data sync failures, order errors, or system bugs.
• Provide resolutions or workarounds based on root cause analysis.
• Log all interactions and fixes in ticketing system

Skills

Analytical thinking

Fluent in English or Bahasa

Tools

REST APIs

JSON

SQL

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

As a Support Engineer, you will play a critical role in supporting customers using Hatio’s cloud supply chain platform. You will troubleshoot and resolve technical issues, assist in platform configuration, and work closely with product and engineering teams to ensure a seamless customer experience across our WMS, OMS, and API integrations.

Key Responsibilities

1. Issue Investigation & Resolution

• Handle Level 2 support tickets escalated by L1 or reported directly by users.
• Investigate platform issues, including data sync failures, order errors, or system bugs.
• Provide resolutions or workarounds based on root cause analysis.

2. System & API Troubleshooting

• Work with logs and monitoring tools to identify problems in cloud infrastructure or integration flows.
• Coordinate with engineering to document and elevate unresolved bugs.

3. Customer Communication & Support

• Communicate professionally with customers to gather information, explain resolutions, and ensure satisfaction.
• Assist in onboarding new clients by helping configure support-relevant components.
• Log all interactions and fixes in ticketing system

4. Internal Collaboration

• Work cross-functionally with Implementation, Product, and QA teams to replicate edge cases.
• Contribute to the internal knowledge base with guides and FAQ documentation.
• Support testing of new product features from a support-readiness standpoint.

Requirements

• 1-3 years of experience in technical support or application support roles.
• Familiarity with REST APIs, JSON, HTTP status codes, and basic scripting or SQL is a strong plus.
• Strong analytical skills and attention to detail in issue diagnosis.
• Fluent in English or Bahasa; able to explain technical concepts clearly to non-technical users.
• Team player with good spirits

Job Type: Full-time

• Health insurance
• Opportunities for promotion
• Parental leave

Application Question(s):

• Where do you want to grow in your next role?