Automation & Support Systems Analyst

Bitget

Kuala Lumpur

On-site

MYR 32,000 - 48,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Global team environment

Job summary

Bitget is seeking an experienced systems analyst/tech project manager to streamline support workflows and drive AI-enabled enhancements across our ticketing and operations systems. The role collaborates with Product and Engineering to translate feedback into actionable requirements and scalable automation.

Ideal candidates have 3+ years in fast-paced fintech/crypto environments, strong analytical skills, and proficiency with BI tools and REST/Webhooks.

Qualifications

3+ years of experience in systems analysis, operations support, or technical project management.
Experience in fintech/crypto or high-volume customer support environments.
Fluent in English and Mandarin Chinese; able to author requirement documents in Chinese.

Responsibilities

Gather feedback from support agents, team leads, and managers to surface operational pain points in ticketing and support workflows.
Translate findings into structured requirement documents with clear problem statements, scope, success metrics, and acceptance criteria.
Work closely with Product Managers to align on priorities and drive requirements through to implementation.
Configure ticketing system triggers, automations, routing rules, and workflow logic alongside developers to embed new capabilities.
Lead post-rollout hypercare, monitor adoption, troubleshoot issues, and iterate until solutions are validated and sustainably adopted.