GIS Application Support Engineer – SaaS & Jira Expert

Cartinuum; Shah Alam; On-site; MYR 60,000 - 90,000; Full time

Job summary

Cartinuum in Malaysia seeks an Application Support Specialist to manage end-to-end support tickets, coordinating with customers, resellers, and internal technical teams to ensure service excellence and SLA compliance.

You will act as a key point of coordination during incident management, assist with application and infrastructure issues, and contribute to knowledge base and process improvements while supporting after-hours on-call duties as needed.

Qualifications

• Bachelor's degree or equivalent qualification.
• Minimum 4 years' experience in application support, ideally within a SaaS environment.
• Experience with 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.

Responsibilities

• Manage and resolve application support tickets in line with agreed service levels.
• Analyse, prioritise, assign, and elevate 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

Communication skills

Analytical thinking

Incident management

Documentation

Education

Bachelor's degree or equivalent qualification

Tools

Jira

Jira Service Management

PostgreSQL

SQL

Job description

Cartinuum in Malaysia seeks an Application Support Specialist to manage end-to-end support tickets, coordinating with customers, resellers, and internal technical teams to ensure service excellence and SLA compliance.

You will act as a key point of coordination during incident management, assist with application and infrastructure issues, and contribute to knowledge base and process improvements while supporting after-hours on-call duties as needed.