SaaS Support Engineer — Hotel Tech

Softinn Solutions Sdn. Bhd.; Ayer Keroh; On-site; MYR 45,000 - 74,000; Full time

Benefits offered by this job

Medical Miscellaneous allowance Access

Job summary

Softinn Solutions Sdn. Bhd. in Melaka invites applications for the role of Technical Support Officer. You will provide prompt technical assistance across channels, help customers maximize product value, and contribute to a growing knowledge base.

Join a fast-paced, customer-centric environment with opportunities to work on hotel tech solutions, kiosks, and design prototypes in Figma, while collaborating with product teams to drive improvements.

Qualifications

• Bachelor's degree in CS/IT preferred.
• Minimum 1 year in technical support in a SaaS or software company.
• Excellent command of English and Bahasa Melayu; Mandarin a plus.

Responsibilities

• Provide technical support by responding promptly to customer inquiries via phone, email, chat, and help resolve technical issues.
• Build and maintain positive relationships with customers, understanding their needs and providing timely assistance.
• Escalate complex issues to product/engineering teams and follow up on resolutions to ensure satisfaction.
• Develop a deep understanding of our SaaS products, features, and integrations; stay updated with product releases and industry trends.
• Configure and deploy hotel kiosks.
• Create and maintain design prototypes in Figma.
• Contribute to knowledge base, FAQs, troubleshooting guides, and best practices for self-service.
• Collaborate with users and the product team to implement user-centered solutions.
• Act as a customer advocate by gathering feedback on product enhancements and usability.
• Conduct product training for users.

Job description

Softinn Solutions Sdn. Bhd. in Melaka invites applications for the role of Technical Support Officer. You will provide prompt technical assistance across channels, help customers maximize product value, and contribute to a growing knowledge base.

Join a fast-paced, customer-centric environment with opportunities to work on hotel tech solutions, kiosks, and design prototypes in Figma, while collaborating with product teams to drive improvements.