Customer Support Application Specialist

Accuris; Penang; Hybrid; MYR 50,000 - 70,000; Full time

Job summary

A leading engineering solutions provider is seeking a Customer Support Application Specialist to support their product suite across APAC. The ideal candidate has over 4 years of customer-facing technical support experience and a Bachelor’s degree in Computer Science. Responsibilities include troubleshooting client issues, providing operational support, and collaborating with global teams. This hybrid position offers an opportunity to enhance customer satisfaction and product adoption across a dynamic engineering environment.

Qualifications

• 4+ years of customer-facing technical support experience.
• Strong understanding of customer-premise and public cloud environments.
• Ability to learn new technical concepts and tools quickly.

Responsibilities

• Provide operational and configuration support for Accuris products.
• Troubleshoot issues across client environments.
• Collaborate with cross-functional global teams for issue resolution.

Skills

Microsoft environments

Networking fundamentals

Active Directory/LDAP

MS SQL

Enterprise-class CRM systems

APIs/SDKs troubleshooting

Education

Bachelor’s degree in Computer Science or related discipline

Job description

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions. Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.

Job Title

Customer Support Application Specialist

The Team

Our Customer Care team supports the full Accuris Engineering Solutions product suite—including Engineering Workbench (EWB), Goldfire, Thread, and more. We are a collaborative, global, multi-tier technical support organization dedicated to ensuring high-quality customer experience, quick issue resolution, and continuous learning. The team values technical curiosity, cross-functional communication, and a strong sense of ownership.

The Impact

In this role, you directly support our customers' ability to operate, configure, upgrade, and troubleshoot Accuris products effectively. Your technical expertise and problem-solving skills help maintain customer satisfaction across APAC and globally, enhancing product adoption, reducing downtime, and strengthening Accuris’ presence as a trusted engineering solutions provider.

Responsibilities

• Provide operational, configuration, upgrade, and usage support for Accuris products including EWB, Thread, Goldfire, and others.
• Troubleshoot issues across client environments—including Windows, IIS, networking, authentication, cloud, and integrations.
• Take ownership of customer requests (technical, informational, change-related), ensuring correct diagnosis, prioritization, and resolution within service levels.
• Collaborate with cross-functional global teams to drive timely issue resolution.
• Maintain clear, consistent communication with internal stakeholders, leadership, and external customers.
• Provide phone and web-based guidance on product navigation, best practices, and general usage.

What We’re Looking For (Technical Skills)

• Strong understanding of Microsoft environments (Windows Client & Server OS, IIS, browsers), networking fundamentals, Active Directory/LDAP, and MS SQL.
• Experience supporting applications in customer-premise and public cloud environments.
• Ability to learn new technical concepts, tools, and products quickly.
• Experience working in enterprise-class CRM systems (Salesforce preferred).
• Exposure to troubleshooting integrations through APIs/SDKs (preferred but not required).

Preferred (but not required)

• Japanese language ability—preferred but not mandatory.

Soft Skills & Team Fit

• Excellent verbal and written communication skills; ability to explain complex concepts to technical and non-technical audiences.
• Strong problem-solving ability and curiosity for learning new technologies.
• Team-oriented mindset with a willingness to collaborate globally.
• High sense of ownership, accountability, and customer-first attitude.

Education & Experience

• 4+ years of customer-facing technical support experience.
• Bachelor’s degree in Computer Science or related discipline.

The Location

Malaysia, Hybrid. (No travel requirements.)

Equal Employment Opportunity

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.