Executive - Global Technical Support

TabSquare.AI; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

Tabsquare, part of the Delivery Hero Group, is seeking a technical support specialist to resolve inquiries via phone, email, WhatsApp, and live chat within defined SLAs. You will own tickets end-to-end, update clients, and coordinate with Level 2/3 teams on complex issues.

The role requires Mandarin (Traditional Chinese) for Taiwan market, strong English, 1 year in technical support, CMS understanding, and experience with Freshdesk/TeamViewer/Datadog. POS/F&B IT ops experience is a plus.

Qualifications

• Minimum of 1 year of working experience in a technical, help desk, application, or SaaS support function.
• Strong written and oral English communication skills.
• Experience in interacting and troubleshooting issues for regional clients.
• Good understanding of content management systems.
• Analytical and able to troubleshoot complex content, network, and printer issues.
• Solid interpersonal and communication skills.
• Able to work autonomously under tight timelines.
• Flexible and with a high degree of integrity.
• Mandatory: Proficient in Mandarin, especially Traditional Chinese, as the role primarily supports the Taiwan market.
• Experience with Freshdesk, TeamViewer, and Datadog.
• Previous experience in POS or F&B IT Operations support is a plus.

Responsibilities

• Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.
• Attempt and exhaust all possible troubleshooting opportunities.
• Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately.
• Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.
• Identify potential bugs in solutions and elevate issues to relevant internal teams for additional debugging.
• Flag and notify potential high-impact infrastructure issues to internal teams.
• Liaise with Level 2 and Level 3 teams when troubleshooting issues.
• Liaise with Account Managers and other internal stakeholders on payments and billing-related queries.
• Adopt and maintain a client operations-first mindset.
• Recommend and share improvement ideas for continuous improvement.

Skills

English communication

Troubleshooting

Client interaction

Content management systems

Analytical thinking

Interpersonal skills

Autonomy

Integrity

Mandarin (Traditional Chinese)

Team coordination

Freshdesk

Datadog

Tools

Freshdesk

TeamViewer

Datadog

Job description

Tabsquare is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

At TabSquare, we believe dining is more than food – it’s about connection, celebration, and community. Our mission is to reimagine the way people dine and restaurants grow.

We empower thousands of restaurants and small-medium businesses across 10+ APAC markets with AI-powered ordering and engagement tools that democratize digital growth and create memorable dining moments for millions of customers.

Job Description

• Acknowledge, troubleshoot, and resolve technical support queries reported via phone, email, WhatsApp, and live chat end-to-end within defined SLAs.
• Attempt and exhaust all possible troubleshooting opportunities.
• Log and track all queries into ticketing tools, ensuring problem statements are correctly identified, and tickets are categorized accurately.
• Own the relationship and communication with clients throughout the course of a support query, providing periodic status updates.
• Identify potential bugs in solutions and elevate issues to relevant internal teams for additional debugging.
• Flag and notify potential high-impact infrastructure issues to internal teams.
• Liaise with Level 2 and Level 3 teams when troubleshooting issues.
• Liaise with Account Managers and other internal stakeholders on payments and billing-related queries.
• Adopt and maintain a client operations-first mindset.
• Recommend and share improvement ideas for continuous improvement.

Qualifications

• Minimum of 1 year of working experience in a technical, help desk, application, or SaaS support function.
• Strong written and oral English communication skills.
• Experience in interacting and troubleshooting issues for regional clients.
• Good understanding of content management systems.
• Analytical and able to troubleshoot complex content, network, and printer issues.
• Solid interpersonal and communication skills.
• Able to work autonomously under tight timelines.
• Flexible and with a high degree of integrity.
• Mandatory: Proficient in Mandarin, especially Traditional Chinese, as the role primarily supports the Taiwan market.
• Experience with Freshdesk, TeamViewer, and Datadog.
• Previous experience in POS or F&B IT Operations support is a plus.

Additional Information

Why Join TabSquare

• Redefine the Future of Dining - Build AI, fintech, and digital solutions that transform how restaurants operate
• Create Lasting Impact, Fast - We take ownership, move with speed, and focus on what truly matters. See the real-world results of your work quickly and tangibly.
• Grow as a Leader - We raise the bar, develop the best, and provide clear career paths to leadership.
• Work in a Culture of Curiosity & Excellence - We dive deep, challenge assumptions, and use data to solve problems. We value bold ideas, experimentation, and continuous learning.
• Thrive in a Positive, Humble Environment - We bring good vibes through a collaborative, supportive culture where optimism sparks possibility and openness to feedback drives growth.