Senior Software Support Specialist

Tribepad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

ABL – an Aqualis Group company in Kuala Lumpur is seeking a Senior Support Specialist to drive customer success for Effio and AuditABL. You will demonstrate products, onboard customers, and resolve complex software issues while collaborating with cross-functional teams.

The role emphasizes configuring environments, producing training materials, and ensuring data integrity across platforms with a focus on adoption and ROI for clients.

Qualifications

• Degree in Computer Science, Information Technology, Software Engineering, or related field.
• 7+ years of experience supporting SaaS or enterprise software in a customer-facing role.
• Proven ability to troubleshoot complex application issues and manage customer requirements to resolution.
• Strong knowledge of customer success metrics including adoption, retention and satisfaction.

Responsibilities

• Deliver product demonstrations of Effio and AuditABL to customers.
• Configure customer environments and support onboarding and adoption of software solutions.
• Build strong customer relationships to maximise value, adoption and ROI.
• Provide customer training and develop user guides and knowledge articles for stakeholders.
• Deliver technical support, diagnosing and resolving software, configuration and access issues.
• Manage support requests through to resolution with prioritisation and SLAs.
• Analyze application and customer data to investigate issues and drive improvements.

Skills

SaaS support

Customer success

SQL

Data analysis

Cloud-based apps

Microsoft 365

SharePoint

Teams

Problem solving

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

Microsoft 365

SharePoint

Teams

CMMS

Job description

The following content displays a map of the jobs location - Kuala Lumpur

ABL– an Aqualis Group company - is a leading global independent energy and marine consultant working in energy and oceans to de-risk and drive the energy transition across the renewables, maritime, and oil and gas sectors, offering the deepest pool of expertise across marine and engineering disciplines in more than 300 locations globally.

The Senior Support Specialist will support internal and external customers throughout their journey with ABL's software solutions. The role combines customer success, technical support, software testing and data analysis to ensure customers achieve maximum value from our products. Working closely with Business Development and Software Development teams, you will demonstrate products, support onboarding and adoption, resolves technical issues, and more.

What will you be doing?

• Deliver product demonstrations that showcase the value of Effio and AuditABL across a range of customer use cases.
• Configure customer environments and support successful onboarding, implementation and adoption of software solutions.
• Build strong customer relationships and help customers maximise value, adoption and return on investment.
• Provide customer training and develop user guides and knowledge articles for internal and external stakeholders.
• Deliver technical support, diagnosing and resolving software, configuration, integration, access and user-related issues.
• Manage support requests and incidents through to resolution, ensuring prioritisation, communication, escalation and service level compliance.
• Analyse application, system and customer data to investigate issues, identify trends, validate data integrity and drive continuous improvement.
• Develop and execute SQL queries to support troubleshooting, reporting, data validation and root cause analysis activities.
• Maintain high standards of data quality across customer environments and software platforms.
• Plan and execute software testing activities, including test case development, functional testing, user acceptance testing and release validation.
• Document defects, enhancement opportunities and testing outcomes, working closely with Product and Development teams to improve platform quality.
• Gather customer feedback, enhancement requests and business requirements, acting as a liaison between customers, Product, Sales and Development teams.
• Contribute to product improvement initiatives, roadmap discussions and customer enablement activities by identifying recurring needs and opportunities.
• Support the creation of sales, marketing and customer success content where required.
• Drive continuous improvement in customer support, testing, onboarding and operational processes to enhance the customer experience.
• Share knowledge, provide technical guidance and contribute to a collaborative, customer-focused team culture.
• Ensure all activities are carried out in accordance with company QHSE standards, policies, procedures and regulatory requirements.

What are we looking for?

• Degree qualified in Computer Science, Information Technology, Software Engineering, or a related discipline.
• 7+ years’ worth of experience supporting SaaS or enterprise software applications in a customer-facing environment.
• Proven experience delivering technical support, troubleshooting complex application issues and managing customer requirements through to resolution.
• Strong understanding of customer success principles, including customer adoption, utilisation, retention and satisfaction.
• Advanced SQL and data analysis skills, with experience validating data, investigating issues and maintaining data integrity.
• Experience supporting cloud-based applications and Microsoft technologies, including Microsoft 365, SharePoint, Teams and related platforms.
• Strong knowledge of software configuration, administration, user access management and security best practices.
• Experience planning and executing software testing activities, including functional testing, defect management and User Acceptance Testing (UAT).
• Strong analytical and problem-solving skills, with the ability to identify root causes and deliver practical solutions.
• Understanding of asset management principles, asset lifecycles, maintenance strategies and CMMS or related asset management systems.
• Experience analysing operational, maintenance, reliability or asset performance data to support business decision-making.
• Excellent communication and stakeholder management skills, with the ability to build relationships across customers, technical teams and business functions.
• Strong organisational skills with the ability to manage multiple priorities while maintaining a high standard of customer service.

Further Information:

This is a 12 month-long fixed term contract position.

This position will be based at our office in Kuala Lumpur. You must have the right to live and work in Malaysia.

Our Commitment to D&I:

At Aqualis Group, we are committed to building a diverse, equitable, and inclusive workplace where everyone feels respected, valued, and empowered to thrive, regardless of background, identity, or role. As a global company, we believe that diversity drives innovation and inclusion strengthens our teams. We support flexible working, accessible environments, and employee wellbeing. Even if your experience doesn’t match every requirement, we encourage you to apply—your unique perspective could be just what we need.