SaaS Support Engineer for Hotel Tech

Mysoftinn

Malacca City

On-site

MYR 28,000 - 33,000

Full time

16 hours ago

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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.