Global SaaS Support Engineer

Horizontal Talent

Selangor

On-site

MYR 78,000 - 123,000

Full time

5 days ago

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Job summary

Horizontal Talent is seeking a Software Support Engineer in Malaysia to ensure stability, performance, and reliability of our global product ecosystem. You will collaborate with engineering teams to drive issue resolution and customer satisfaction.

You will diagnose and troubleshoot complex software issues, work with stakeholders, and contribute to knowledge bases and incident management processes. Strong scripting and cloud skills are essential.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
Strong technical troubleshooting skills with distributed systems, APIs and microservices.
Hands-on experience analyzing logs and using monitoring tools.
Familiarity with scripting languages such as Python, PowerShell or Bash.
Understanding of cloud environments; Azure preferred.
Excellent communication skills to translate technical info for diverse audiences.
Fluent in English (spoken and written).

Responsibilities

Diagnose, troubleshoot, and resolve complex software issues across the global product landscape.
Serve as a primary technical contact for internal stakeholders, partners, and customers.
Reproduce and analyze issues in controlled environments; document root causes and fixes.
Collaborate with Product Engineering, QA, Cloud Ops, and DevOps for incidents.
Participate in incident and problem management with timely communication and documentation.
Monitor application performance, availability, and infrastructure health.
Support software releases, upgrades, and configuration changes globally.
Contribute to knowledge base articles, troubleshooting guides, and operational docs.
Drive continuous improvement by addressing recurring issues and proposing long-term solutions.