IT - Application Support Engineer (MANDARIN Speaking)

Zeal Group; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global technology company in Kuala Lumpur is seeking an experienced Engineer to provide top-tier assistance across various departments. This role involves managing incidents, handling technical support, and collaborating with teams. Candidates are expected to have over 3 years of experience in technical support, proficiency in REST API debugging, and be fluent in English and Mandarin. The position offers medical coverage and life insurance as benefits.

Benefits

Life Insurance

Medical Coverage

Optical Coverage

Health & Fitness Subsidy

Long Service Rewards

Qualifications

• Over 3 years in a technical support role.
• Basic experience with Python, C#, or Java.
• Open to 24/7 support shifts.

Responsibilities

• Gain in-depth knowledge of products and collaborate with teams.
• Handle incident management from start to end.
• Respond to inquiries via support queues.

Skills

Technical support experience

Proficient in REST APIs debugging

Experience in Unix/Linux environments

Excellent prioritization skills

Fluent in English and Mandarin

Tools

Kibana

Grafana

PagerDuty

PostgreSQL

MySQL

Job description

About the role

This role will be based in Kuala Lumpur, Malaysia.

As a Engineer, you’ll join a global team dedicated to providing ZEAL Products with top-tier assistance. Your role is to ensure support across various departments, including key stakeholders Customer Service, Product, Engineering, IT and others. From answering general queries about system behavior to serving as the first responder during major incidents, your expertise will be invaluable.

Key Responsibilities

• Gain in-depth knowledge of ZEAL products, their capabilities, and how ZEAL systems integrate with them. Collaborate with teams across ZEAL to build this understanding.
• Handle incident and problem management activities from start to end.
• Respond to and resolve inquiries via Jira support queues and, for critical issues, offer Teams assistance.
• Independently and collaboratively tackle user-reported problems, working closely with engineering teams.
• Maintain system availability and functionality in line with SLAs, assist with server-level upgrades and patches, and participate in disaster recovery exercises.
• Share insights, document knowledge, and track trends in user-reported issues to enable global team effectiveness

• Over 3 years in a technical support role, with familiarity in tools like Kibana, Grafana, PagerDuty, and Unix/Linux environments as well as general support.
• Proficient in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB).
• Basic experience with programming languages like Python, C#, or Java (though not a developer role).
• Excellent at prioritization and setting expectations while addressing immediate challenges.
• Thrive in fast-paced, reactive environments and proactively identifies areas for improvement.
• Experienced in managing multiple high-severity incidents simultaneously, with a background in incident management preferred.
• Open to 24/7 support shifts and handling incidents outside regular hours.
• Ready to collaborate with global teams across engineering, implementation, customer support, and operations.
• Work effectively with diverse colleagues in multiple time zones.
• Read, write and speak English and Mandarin fluently

• Life Insurance
• Medical Coverage
• Optical Coverage
• Health & Fitness Subsidy
• Long Service Rewards

Interview process

• First session with TA team – 30-minutes
• First Interview with Hiring Manager – 1-hour
• Final interview with Head of Dept – 45-mins