IT System & Support Engineer

Mysoftinn; Malacca City; On-site; MYR 28,000 - 33,000; Full time

Benefits offered by this job

Performance incentives and commissions

Free snacks

Monthly potluck parties

HubSpot Certification

Job summary

Softinn is seeking a Technical Support Officer in Melaka to deliver exceptional support for our SaaS hotel management products. You will respond to inquiries via phone, email, and chat, troubleshoot issues, and help hoteliers maximize product value.

The role requires strong problem solving, clear communication, and a customer‑centric mindset. You will work with product and engineering teams, deploy hotel kiosks, and contribute to our knowledge base and training for users.

Qualifications

• Bachelor's degree preferred in CS/IT or related field.
• Minimum 1 year in technical support, preferably SaaS or software.
• Strong problem-solving and analytical skills to diagnose issues.
• Excellent command of English and Bahasa Melayu (Mandarin a plus).

Responsibilities

• Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat).
• Build and maintain positive relationships with existing customers by understanding their needs and providing timely assistance.
• Escalate complex issues to product/engineering and track resolutions in a ticketing system.
• Develop a deep understanding of SaaS products, stay updated with product updates and trends.
• Configure and deploy hotel kiosks.
• Create and maintain design prototypes in Figma.
• Contribute to knowledge base, FAQs, and troubleshooting guides to enable self-service.
• Collaborate with users and product team to implement user-centered solutions.
• Act as a customer advocate by gathering feedback for product enhancements.
• Conduct product training for users.

Skills

Customer support

SaaS product knowledge

Problem solving

English and Bahasa Melayu

Communication

Independence and teamwork

Education

Bachelor's degree in Computer Science/IT or related field

Tools

Ticketing systems

CRM software

Knowledge base tools

Figma (bonus)

HubSpot

Job description

Our mission is to make hotelier's work easier. We intend to achieve that through next-generation hotel management software, digital solutions and hotel kiosk. Here’s a one-minute video about our products.

We’re selling to forward-looking hoteliers in South East Asia. Most of our customers are in Malaysia, and some are from the Philippines, Indonesia and Thailand.

Working at Softinn as Technical Support Officer allows you to work on the B2B front. You will be responsible for providing exceptional technical support to our customers. You will play a critical role in ensuring customer satisfaction by resolving technical issues, answering inquiries, and assisting customers in maximizing the value of our SaaS products. This role requires strong problem‑solving skills, excellent communication abilities, and a customer‑centric approach.

Job Responsibility:

• Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
• Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
• Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction. Track and document support cases and their resolutions in a ticketing system.
• Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to effectively support customers and provide product‑related guidance.
• Configure and deploy hotel kiosks.
• Create and maintain design prototypes in Figma.
• Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self‑serve whenever possible.
• Collaborate with the users and the product team to implement user‑centered solutions.
• Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
• Conduct product training for users.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
• Strong problem‑solving and analytical skills to diagnose and resolve technical issues.
• Reasonable foundation in algorithms and analytical skills.
• Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
• With a customer‑focused mindset with a passion for delivering exceptional customer service.
• Familiarity with ticketing systems, CRM software, and knowledge base tools.
• Ability to work independently and collaboratively in a fast‑paced environment.
• Flexibility to work in shifts and handle occasional weekend or on‑call support duties.

Not Mandatory, but BONUS if:

• Familiar with Figma
• Experience in the hotel industry is a plus
• Familiar with Hubspot
• Familiar with video editing software

Report to Work options:

• Melaka branch

You Should Join if:

• Ready to learn things and proactive
• Feel great when you’re able to help the customer in solving technical issues
• Not afraid to find solutions on your own or to seek help from others

You should NOT join if:

• You’re afraid of tough questions and challenges
• Don’t enjoy assisting with technical bug discovery in a SaaS or software/system

Salary Range:

RM 2,500 to RM 3,000 (with performance incentive and commission)

NOTE: Do state your expected salary if you have more than three years of working experience in related roles.

Employee Benefits:

• Performance incentives and commissions
• Free flow of snacks
• Monthly potluck parties

Additional Perks for Your Role:

• HubSpot CRM Certification (Certificate with your name on if you pass the test)
• Mobile phone call and data plan allowance
• Coursera PLUS Subscription (for training & development)