L2 Application Support

Two95 International Inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global tech solutions provider based in Kuala Lumpur is seeking a Technical Support Specialist (L2/L3) to provide customer support and troubleshoot complex issues. The ideal candidate will have experience in software testing, strong troubleshooting skills, and the ability to communicate effectively. This position requires technical expertise in areas such as RESTFul APIs and Linux systems, along with excellent problem-solving capabilities.

Qualifications

• Experience in a relevant position.
• Experience in software testing and correction.
• Ability to work under pressure.

Responsibilities

• Advocate for customer needs across various communication channels.
• Troubleshoot platform issues and escalate when necessary.
• Mentor L1 Technical Support Specialists.

Skills

Troubleshooting

Communication

Analytical thinking

Teamwork

Tools

RESTFul API

Linux/UNIX

JSON

GIT

Job description

Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.

Identify, resolve or manage the resolution of system issues.

Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise.

Communicate to other department and teams keeping stakeholders and management informed.

Updating and managing Knowledge base.

Manage escalation process of issues from L1.

Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.

Own and track tasks within SLAs.

Specialist Knowledge/Experience Required

• Experience in a relevant position;
• Experience in software testing and correction.
• Consistent performance under pressure.
• Demonstrated success at troubleshooting and excellent communication skills.
• Strong knowledge/skills in at least 4 areas from the list below:

• No-SLQ (Mongo).
• Linux/UNIX systems.
• JSON and XML syntax.
• RESTFul API.
• GIT (understanding, work experience).
• Basic scripting and programming: XML, JavaScript and Bash.

Desirable knowledge/skills:

• Jenkins (ability to develop jobs).
• Knowledge of AWS CloudWatch or MS Azure.
• Experience in Confluence apps (Connect, Jira).
• Message Broker system (AMQ).
• Work experience with workflow solutions.
• ITIL Certification.
• Familiarity with graphics and video editing software.

People Skills

• Strong team player with ability to work with remote and international teams.
• Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency.
• Self-motivation and drive - confidence to work on own initiative and with limited supervision.
• Ability to effectively prioritize and manage conflicting internal and external tasks.
• Positive, can-do attitude, problem solver, inspiring and driven.
• Able to communicate effectively at all levels within a large organisation.
• A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed.
• Proven relationship building skills.

Mandatory Requirements

• Technical Support exp in L2 or L3.
• Exposure to application support.
• API, FTP, Network, AWS, Unix.
• Good analytical thinking and problem solving skill.

Nice to Have

• Message queue i.e AMQ, SQS.
• Excellent communication skills, both oral and written English.
• Additional languages will be beneficial.
• May be required on occasion to work outside standard working hours.
• Candidates must be eligible to work and live in the country of employment.