IT - Application Support Engineer (MANDARIN Speaking)

Zeal Group; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Une entreprise mondiale recherche un ingénieur basé à Kuala Lumpur pour fournir un support technique de haut niveau pour les produits ZEAL. Le candidat idéal aura une solide expérience en gestion d'incidents, en support technique, et devra être capable de travailler en collaboration avec des équipes diverses. Des compétences en API, en bases de données et une maîtrise de l'anglais et du mandarin sont requises. Les avantages incluent une couverture médicale, des allocations de repas et de voyage, et des récompenses pour les services de longue durée.

Benefits

Life Insurance

Medical Coverage

Optical Coverage

Meal Allowance

Travel Allowance

Health & Fitness Subsidy

Long Service Rewards

Staff Referral Bonus Program

Qualifications

• Plus de 3 ans d'expérience dans un rôle de support technique.
• Compétences en gestion d'incidents et en support technique.
• Capacité à travailler dans un environnement réactif et rapide.

Responsibilities

• Gérer les activités de gestion des incidents et des problèmes.
• Répondre aux demandes via les files d'attente de support Jira.
• Collaborer avec les équipes d'ingénierie pour résoudre les problèmes.

Skills

Technical Support

Incident Management

REST APIs

Database Querying

Problem Solving

Prioritization

Collaboration

Fluency in English

Fluency in Mandarin

Tools

Jira

Kibana

Grafana

Unix/Linux

PostgreSQL

MySQL

MariaDB

Job description

About the role

This role will be based in Kuala Lumpur, Malaysia.

As aEngineer, 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
• Meal Allowance
• Travel Allowance
• Health & Fitness Subsidy
• Long Service Rewards
• Staff Referral Bonus Program

Interview process:

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