GIS Application Support Engineer — SaaS & Incident Response

Cartinuum; Shah Alam; On-site; MYR 72,000 - 120,000; Full time

Job summary

Cartinuum, a geography-driven tech company in Malaysia, seeks an Application Support Specialist to manage end-to-end support tickets, coordinate incident response, and ensure service levels are met. You will work with customers, resellers, and internal teams to maintain high-quality support and documentation.

Key responsibilities include triaging issues, maintaining runbooks, and delivering monthly SLA reports, with occasional after-hours/on-call support.

Qualifications

• Minimum 4 years' experience in application support, ideally within a SaaS environment.
• Demonstrated experience managing support cases from investigation through to resolution.
• Strong communication skills with the ability to engage both technical and non-technical stakeholders.
• Experience with Jira and Jira Service Management (JSM).
• Knowledge of PostgreSQL and SQL query development.
• Availability to participate in occasional after-hours and on-call support.
• Exposure to Esri products and geospatial technologies.
• Working knowledge of AWS services such as EC2, EBS, Lambda, and CloudWatch.
• Experience supporting Windows and Linux environments.

Responsibilities

• Manage and resolve application support tickets in line with agreed service levels.
• Analyse, prioritise, assign, and escape issues as required.
• Provide proactive, professional communication to customers and stakeholders.
• Monitor ticket queues and mitigate SLA risks.
• Coordinate technical triage activities and engage specialist teams when needed.
• Support incident response and service restoration during disruptions.
• Collaborate with Maintenance and Production Support teams on application and infrastructure matters.
• Develop and maintain knowledge base articles, operational runbooks, and support documentation.
• Prepare monthly support performance and SLA reports.
• Participate in limited after-hours, weekend, and on-call support as required.

Skills

Customer engagement

Analytical

Organisational skills

Communication

Team collaboration

Tools

Jira

Jira Service Management

PostgreSQL

SQL

AWS (EC2, EBS, Lambda, CloudWatch)

Windows

Linux

Esri GIS

Job description

Cartinuum, a geography-driven tech company in Malaysia, seeks an Application Support Specialist to manage end-to-end support tickets, coordinate incident response, and ensure service levels are met. You will work with customers, resellers, and internal teams to maintain high-quality support and documentation.

Key responsibilities include triaging issues, maintaining runbooks, and delivering monthly SLA reports, with occasional after-hours/on-call support.