Application Support Engineer II: Escalations & KB Lead

Xilnex; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology company in Malaysia is seeking a Technical & Escalation Support professional to manage escalated tickets and improve processes. Candidates should have at least 2 years of experience in support roles and a relevant degree. Responsibilities include mentoring Level 1 staff, documenting recurring issues for KBAs, and providing timely customer communication. The ideal candidate is detail-oriented, has a strong understanding of invoicing and inventory control, and can communicate effectively with clients, including in Mandarin.

Qualifications

• Minimum of 2 years' experience in Application Support or Technical Support.
• Strong understanding of invoicing and inventory control domains.
• Ability to communicate clearly and confidently.

Responsibilities

• Handle escalated tickets accurately and urgently.
• Communicate updates to customers professionally.
• Document recurring issues for Knowledge Base Articles.

Skills

Application Support

Technical Support

Customer Service

Problem-solving

Mentorship

Detail-oriented

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Job description

A technology company in Malaysia is seeking a Technical & Escalation Support professional to manage escalated tickets and improve processes. Candidates should have at least 2 years of experience in support roles and a relevant degree. Responsibilities include mentoring Level 1 staff, documenting recurring issues for KBAs, and providing timely customer communication. The ideal candidate is detail-oriented, has a strong understanding of invoicing and inventory control, and can communicate effectively with clients, including in Mandarin.