IT - Application Support Engineer (MANDARIN Speaking)

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

Job summary

A technology support company in Malaysia seeks an Engineer to manage incidents and provide technical support. The ideal candidate will have over 3 years experience in technical support with skills in incident management and collaboration. Proficiency in English and Mandarin is required. Benefits include life insurance, medical coverage, and fitness subsidies.

Benefits

Life Insurance

Medical Coverage

Optical Coverage

Health & Fitness Subsidy

Long Service Rewards

Qualifications

• Over 3 years in a technical support role.
• Familiarity with REST APIs, logs, and database querying.
• Excellent prioritization and expectation setting skills.

Responsibilities

• Gain in-depth knowledge of products and system integration.
• Handle incident and problem management.
• Respond to inquiries and offer assistance.

Skills

Technical support

Prioritization

Incident management

Communication

Problem-solving

Tools

Kibana

Grafana

PagerDuty

Unix/Linux

PostgreSQL

MySQL

MariaDB

Job description

Overview

Based in Kuala Lumpur, Malaysia. As an 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 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.

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

Requirements

• 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

Benefits

• 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