Senior L2 Application Support Specialist

Two95 International Inc.

Kuala Lumpur

On-site

MYR 45,000 - 73,000

Full time

14 days+

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Job summary

Two95 International Inc. in Malaysia is seeking a skilled IT Specialist to support customers across email, phone, chat, forums, and social media. You will understand complex configurations, troubleshoot issues, and mentor junior staff while prioritizing customer needs and maintaining SLAs.

Candidates should have L2/L3 technical support experience, knowledge of APIs/FTP/Net/AWS, and strong analytical abilities. This role involves cross-team collaboration and ongoing knowledge base updates.

Qualifications

Technical support experience at L2/L3 level.
Exposure to application support.
API, FTP, Network, AWS, Unix knowledge.
Good analytical thinking and problem-solving skills.

Responsibilities

Advocate for the customer and keep their needs at the forefront.
Understand complex product configurations and support customers via email, phone, chat, forums and social media.
Identify, resolve or manage resolution of system issues.
Troubleshoot platform issues raised by clients or internal teams and escalate when needed.
Communicate with other departments and stakeholders to keep them informed.
Update and manage the knowledge base.
Manage escalation process of issues from L1.
Mentor L1 specialists to handle complex issues/configurations.
Own and track tasks within SLAs.