KL-Based APAC Application Tech Support Engineer

Kneat Solutions; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Training and professional development

Equal opportunity employer

Job summary

Kneat Solutions is seeking an Application (Customer) Tech Support Engineer to provide application technical support for Kneat Gx customers in the APAC region from Kuala Lumpur, Malaysia. This hybrid role reports to the Customer Tech Support Manager and requires handling multiple tickets, learning new products, and complying with SLAs and security policies.

You will be part of a global service desk, offering front-end support to internal teams and customers, and collaborating with Development, QC

Qualifications

• Bachelor's degree in software engineering, computer science, information technology, information systems, or similar.
• Minimum 2 years’ hands-on experience in a technical support/customer-facing role.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Logical approach to problem solving, self-motivated and enthusiastic.
• Excellent written and verbal communication skills in English for customer-facing interactions.
• Demonstrate proactive prioritisation and willingness to travel if required.

Responsibilities

• Log and own proprietary software support issues and act as liaison with customers until resolution.
• Provide regular follow-ups with customers with recommendations and action plans per tickets.
• Document support ticket information and ensure timely customer communication within SLA.
• Analyze software issues, identify known solutions or workarounds and report them.
• Diagnose application issues and reproduce steps; develop workarounds if needed.
• Collaborate with Development/QA to improve product quality and reliability.

Skills

Customer-facing

English proficiency

Problem solving

Communication skills

Learn new tech

Willing to travel

Education

Bachelor's degree in software engineering or related field

Minimum 2 years hands-on experience

Tools

HTML/CSS/JS

Chrome DevTools

SQL databases

Job description

Kneat Solutions is seeking an Application (Customer) Tech Support Engineer to provide application technical support for Kneat Gx customers in the APAC region from Kuala Lumpur, Malaysia. This hybrid role reports to the Customer Tech Support Manager and requires handling multiple tickets, learning new products, and complying with SLAs and security policies.

You will be part of a global service desk, offering front-end support to internal teams and customers, and collaborating with Development, QC