Merchant Tech Support & Incident Analyst

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 75,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur is seeking a proactive technical support professional to manage escalated Zendesk cases related to Merchants. You will handle requests via Lark, WhatsApp, and Zendesk Tickets, set up log monitoring, and investigate alarms.

You will gather problem and DB logs for escalation to the right teams and use logs for reporting and analytics. You’ll work closely with SRE and QA to ensure reliable merchant services.

Responsibilities

• Manage cases from Zendesk that escalated to Technical Support related to Merchant.
• Handle all the request or query from Merchant via Lark, Whatsapp and Zendesk Tickets
• Setup log monitoring and investigate when alarm is triggered.
• Gather problem logs or DB logs then escalating to the right team/individuals.
• Gather data from logs or DB for reporting or statistic analytic.
• Working closely with Site Reliability Engineer (“SRE”) and Quality Assurance (“QA”) team.

Job description

TNG Digital Sdn Bhd in Kuala Lumpur is seeking a proactive technical support professional to manage escalated Zendesk cases related to Merchants. You will handle requests via Lark, WhatsApp, and Zendesk Tickets, set up log monitoring, and investigate alarms.

You will gather problem and DB logs for escalation to the right teams and use logs for reporting and analytics. You’ll work closely with SRE and QA to ensure reliable merchant services.