Premium Support Engineer — 24x7 On-Call, Travel-Ready

OpenText; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

OpenText is seeking experienced support engineers to join our Premium Support Team. You will act as a single point of contact for customer incidents, developing deep understanding of client environments and providing expert guidance on OpenText products to ensure successful implementations.

The role requires 5+ years in a customer support setting, strong troubleshooting skills, and fluency in Malay. This position is remote with Malaysia-based travel and potential after-hours shifts.

Qualifications

• Bachelor’s degree preferred or associate degree holder (technical field) with 5+ years of experience in a customer support environment.
• Proven track record in in-depth technical troubleshooting.
• Permanent resident of Malaysia.
• Fluent in speaking, reading, and writing Malay.
• Eligible to obtain a Malaysian security clearance.

Responsibilities

• Serve as the customer’s single point of contact for support incidents opened for a specific product centre.
• Develop an in-depth understanding of the customer’s environment and implementation.
• Develop a strong working relationship with customers.
• Leverage deep technical expertise to resolve incidents more efficiently.
• Provide timely updates on open incidents.
• Coordinate with other experts as needed to expedite resolution.
• Apply best practices to help customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments.
• Offer technical support mentoring to increase customer knowledge.
• Travel as required.
• Work occasionally outside of business hours, including weekends.
• Participate in a 24x7 on‑call roster.

Skills

Customer support

Technical troubleshooting

Communication

Malay language

Education

Bachelor’s degree or associate degree in technical field

Job description

OpenText is seeking experienced support engineers to join our Premium Support Team. You will act as a single point of contact for customer incidents, developing deep understanding of client environments and providing expert guidance on OpenText products to ensure successful implementations.

The role requires 5+ years in a customer support setting, strong troubleshooting skills, and fluency in Malay. This position is remote with Malaysia-based travel and potential after-hours shifts.