Customer Support Specialist – APAC

Mize; Malaysia; Hybrid; MYR 42,000 - 65,000; Full time

Job summary

Mize is hiring a Customer Support Specialist for APAC. This remote, full-time role in Malaysia supports our global tech-support team, assisting R&D and operations while handling complex issues, writing guides, and meeting SLAs. Shifts including weekends are required to serve customers worldwide.

The ideal candidate has 2+ years in software/technical support, strong SQL and Zendesk experience, and excellent English communication. B2B support and travel-industry familiarity are a plus.

Qualifications

• 2+ years in a software/technical customer support role.
• Experience with SQL and Zendesk.
• Excellent English, strong troubleshooting and multitasking.

Responsibilities

• Perform in-depth troubleshooting including DB analysis, reading system logs, and debugging product code.
• Manage assigned cases to meet service level agreements with updates.
• Write technical notes and troubleshooting procedures for the team.
• Coordinate with business teams for ongoing support and operations.

Skills

SQL

English (written)

English (verbal)

Troubleshooting

Zendesk

B2B support

System log analysis

Travel industry experience

Job description

OPEN POSITION# Customer Support Specialist - APAC## About this roleMize provides AI-driven revenue infrastructure for travel companies. Our technology enhances every step of the booking cycle and every vertical you sell. By combining predictive algorithms, synthetic availability, dynamic liquidity and a powerful rules engine, Mize helps travel brands unlock new revenue, stabilize their margins and scale their operations.With 10 years in the industry, founded in 2016 and headquartered in Tel Aviv, Mize supports 350+ clients worldwide and has generated hundreds of millions in incremental profit for the travel industry.We are looking for a Customer Support Specialist that will be part of our global tech-support team, will work closely with our operations team on our flag product maintenance and daily operations while assisting the entire R&D team. Each member of our team is an all-around-player that influences the product from the overall experience to the development, and you'll be no different. You should be passionate about building a product end-to-end, through the UX, design, coding, testing, and deployment phases. ****This role involves working in shifts****, including weekends, to provide continuous support to our global customers and operations.Please submit your CV in English.Responsibilities:* Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.* Maintain a low rate of non-bug escalations to the development team.* Write technical notes and troubleshooting procedures to be used by the entire Support.* Manage assigned cases to meet service level agreements, while continuously providing updates to the business.* Ongoing support and working closely with the business teams throughout the company.## What we're looking for* 2+ years’ experience in customer support role in a software/technical company* Experience with SQL* Proficiency in English (written and verbal)* Creative troubleshooting abilities* Ability to understand flows and provide creative technical solutions* Ability to comply with tight deadlines and self-prioritize* Multi-tasking, self-learning, highly motivated and a team player****Advantage:***** Experience with System log analysis* Experience with Zendesk* Experience working in the Travel Industry* Working with B2B ClientsApply for this positionLocation: MalaysiaDepartment: SupportEmployment Type: Full-timeWork Model: Remote