Application Support Level 2

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

Technical & Escalation Support

• Handle tickets escalated from Level 1 with accuracy and urgency.
• Resolve or escalade unresolved/out-of-scope technical issues from Level 1 within 30 minutes.
• Communicate and update customers on reported issues clearly, promptly, and professionally.
• Act as the key liaison between the Support and Engineering teams.
• Open and manage Git issues for escalated tickets with clear documentation and findings.
• Monitor tickets escalated to Level 3, ensuring timely resolution and regular updates.

Process Improvement & Knowledge Sharing

• Identify and document recurring issues that can be converted into effective Knowledge Base Articles (KBAs).
• Escalate suspected or confirmed global issues to the Incident Management Team.
• Contribute to expanding Level 1's technical coverage and effectiveness.
• Track and report on tickets exceeding the 15+30-minute SLA across all support levels; provide proposals to improve response and resolution workflows.
• Provide mentorship and training to Level 1 staff, preparing them to potentially step into Level 2 responsibilities.

Qualifications

• Minimum of 2 years' experience in Application Support, Technical Support, or Customer Service–related roles.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong understanding of business domains related to invoicing and inventory control, with the ability to apply this knowledge in troubleshooting and process optimization.

What Sets You Apart (Nice to Have)

• Strong verbal communication; speaks clearly and confidently.
• Able to speak in Mandarin to effectively communicate with Mandarin-speaking clients.
• Attentive listener with a thoughtful approach to understanding problems before responding.
• Detail-oriented with a high level of accuracy.
• Works efficiently under pressure and handles multiple tasks simultaneously.
• Quick learner with the ability to absorb and apply new information effectively.
• Open to constructive feedback; demonstrates a habit of self-reflection and continuous improvement.
• Proactive in seeking help and clarity; shows curiosity and eagerness to grow.
• Previous experience in Point of Sale (POS) systems or related retail technology solutions, particularly in environments integrating sales, invoicing, and inventory operations.