Big Data Support Engineer

Tookitaki Holding PTE LTD; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading tech solutions provider in Kuala Lumpur is looking for a Big Data Support Engineer to manage client support for both on-premise and cloud-hosted clients. This role involves technical issue triaging, collaboration with various teams, and maintaining high customer satisfaction. The ideal candidate has strong analytical skills and at least 2 years of technical support experience. Proficiency in Mandarin and familiarity with AWS and Big Data technologies like Hive and ElasticSearch are essential for success in this position. A commitment to process adherence and excellent communication skills are critical.

Benefits

Competitive salary

Professional development opportunities

Qualifications

• Experience using support ticketing systems like Freshworks or similar platforms.
• Familiarity with AWS infrastructure and Big Data technologies like Hive and ElasticSearch.
• Exceptional client management skills with the ability to handle escalations calmly.

Responsibilities

• Handle and triage tickets related to incidents and service requests.
• Collaborate with Product Engineering and Infrastructure teams to resolve issues.
• Maintain thorough documentation of all support tickets.

Skills

Client management skills

Technical troubleshooting

Communication skills

Analytical skills

Proficiency in Mandarin

Education

2 to 4 years of experience in technical support

Tools

Freshworks

AWS

Big Data technologies

Job description

Role: Big Data Support Engineer

Job Title: Big Data Support Engineer

Location: Malaysia

Department: Support

Reports to: Head of Support

We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS) clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes.

The ideal candidate will have a strong understanding of Tookitaki's product and tech stack, the ability to triage issues effectively, excellent client management skills, and fluency in English. Knowledge of Cantonese is a plus.

Key Responsibilities

Client Support Management

• Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
• Provide technical support for Tookitaki's CaaS and on-premise clients post implementation, ensuring issues are resolved within SLA timelines.
• Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.

Collaboration and Escalation

• Collaborate with Tookitaki’s Product Engineering and Infrastructure teams to escape unresolved issues, secure workarounds, or deliver fixes for P1 to P4 tickets.
• Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.

Technical Expertise and Triage

• Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
• Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc.

Client Management and Communication

• Build and maintain strong relationships with clients, demonstrating excellent communication skills and a customer‑first approach.
• Clearly explain technical resolutions to non‑technical stakeholders, ensuring transparency and trust.

Continuous Improvement and Documentation

• Maintain thorough documentation of all support tickets, including actions taken and lessons learned, in the Freshworks platform.
• Proactively suggest process improvements to enhance support efficiency and client satisfaction.

Rotational Shifts and Availability

• Participate in rotational shifts and ensure availability during defined upgrade windows (e.g., second and fourth Saturdays) to support both infra‑wide updates and tenant‑specific changes.
• Ensure 24/7 availability as part of the team’s support structure for critical escalations.

Qualifications & Skills

Technical Expertise

• Experience using support ticketing systems like Freshworks or similar platforms.
• Familiarity with AWS infrastructure and Big Data technologies Hive, ElasticSearch, Kubernetes, etc.
• Basic knowledge of networking concepts and troubleshooting tools is advantageous.

Client Management and Communication

• Fluent in Mandarin (spoken and written); Cantonese proficiency is a plus.
• Exceptional client management skills with the ability to handle escalations calmly and professionally.
• Proven experience in stakeholder communication, with the ability to explain technical solutions to non‑technical audiences.

Problem Solving and Adaptability

• Strong analytical and troubleshooting skills with a proactive approach to problem resolution.
• Ability to handle complex and dynamic scenarios effectively, prioritizing tasks based on urgency and impact.

Process Adherence

• Understanding of SLAs and experience managing tickets within defined SLA timelines.
• Commitment to following SOPs and ensuring that support practices align with Tookitaki’s high standards.

Experience

• 2 to 4 years of experience in technical support or a related field, ideally within the financial services, RegTech, or SaaS domains.
• Hands‑on experience supporting on‑premise and cloud‑hosted environments is highly desirable.

Key Attributes to Success

• Product Mindset: Develop a deep understanding of Tookitaki’s product capabilities and align support solutions accordingly.
• Technical Curiosity: Eager to learn and stay updated on Tookitaki’s tech stack and evolving client needs.
• Ownership: Take responsibility for client issues, ensuring seamless resolutions and maintaining client trust.
• Team Collaboration: Work effectively with internal teams (Product, Engineering, Infrastructure) to deliver high‑quality support.
• Adaptability: Thrive in a fast‑paced environment with dynamic challenges and changing priorities.