Customer Support Engineer

Zeemart; Iskandar Puteri; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading tech support company seeks five Customer Support Engineers to join their Enterprise Support team in Johor Bahru. You will play a vital role in assisting major clients, ensuring high-quality technical support during operational hours. This position involves troubleshooting POS systems, managing client communications, and supporting large-scale rollouts across Malaysia and Singapore. Ideal candidates will have experience in tech support, particularly in the F&B sector, and strong communication skills.

Qualifications

• 1-2 years of experience in F&B tech support, ideally with POS systems.
• Hands-on experience with POS hardware and software installations.
• Strong communication skills, especially in high-pressure client situations.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via WhatsApp, Phone, and Email.
• Manage and troubleshoot issues related to POS configuration and network connectivity.
• Document issue resolutions and identify opportunities for improvement.

Skills

Technical Support

Network Troubleshooting

Communication

Client Engagement

Education

Diploma or Degree in Computer Science, IT, or a related technical field

Tools

TeamViewer

AnyDesk

Job description

About the role

We're seeking five Customer Support Engineers based in Johor Bahru to join our growing Enterprise Support team. This team is critical in supporting major clients, including Shake Shack across both Singapore and Malaysia.

This role requires high-touch engagement with clients, especially during operational hours. While AI tools will support documentation and diagnostics, human-led service is essential for real-time communication and troubleshooting.

What you'll do

• Provide Tier 1 and Tier 2 technical support via WhatsApp, Phone, and Email (not Intercom).
• Manage and troubleshoot issues related to POS configuration, network connectivity, and hardware/software setups.
• Support deployment activities across Singapore and Malaysia, particularly for large-scale rollouts (e.g., Popular QSR with 300 outlets)
• Serve as the first point of contact for technical escalations from key enterprise clients.
• Document issue resolutions and identify opportunities to improve system configurations or processes.

Qualifications

• Diploma or Degree in Computer Science, IT, or a related technical field.
• 1–2 years of experience in F&B tech support, ideally with POS systems.
• Hands-on experience with POS hardware and software installations.
• Competency in network troubleshooting (basic to intermediate).
• Strong communication skills, especially in high-pressure client situations.
• Ability to manage multiple support channels simultaneously.

Good to Have

• Experience supporting enterprise clients in the F&B or retail industries.
• Familiarity with tools like TeamViewer, AnyDesk, or other remote diagnostic platforms.
• Understanding of F&B operations and workflows.
• Prior experience in deployment across multiple locations or regions.