Senior Technical Support Engineer

Sandvine Inc.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology solutions provider in Kuala Lumpur seeks a Senior Technical Support Engineer to handle complex technical issues and mentor junior engineers. You'll oversee customer experiences and collaborate with various teams while managing multiple priorities. The ideal candidate has at least 5 years in technical support, strong Linux/Unix knowledge, and is certified in networking. This dynamic role offers opportunities for growth and exposure to cutting-edge technologies in a fast-paced environment.

Benefits

Dynamic fast-paced environment

Opportunities for growth

Exposure to cutting-edge technologies

Qualifications

• 5+ years in a technical support or engineering role, ideally with a development background.
• Experience troubleshooting Linux/Unix systems and networking.
• Strong understanding of cloud platforms like SaaS, PaaS, and IaaS.

Responsibilities

• Diagnose and resolve complex technical issues across networks and cloud infrastructure.
• Lead and mentor junior support engineers.
• Own the customer experience from troubleshooting to resolution.

Skills

Linux/Unix administration

Networking knowledge (CCNA or equivalent)

Problem-solving

Scripting and programming (C#, .NET)

Education

CCNA | MCSE | Cloud Certification | Red Hat

Tools

Cisco equipment

Juniper equipment

Job description

Overview

We\'re looking for a Senior Technical Support Engineer who thrives on solving complex problems and mentoring others to do the same. If you\'re passionate about networking, cloud infrastructure, and helping customers succeed, this could be your next challenge.

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally.

The Role

As a Senior Technical Support Engineer, you\'ll be the technical backbone of our customer success team. You\'ll:

• Diagnose & Resolve complex technical issues across networks, Linux/Unix systems, and cloud infrastructure—often becoming the expert others turn to
• Lead & Mentor junior support engineers, helping them develop their technical skills and problem-solving abilities
• Own the Customer Experience from initial troubleshooting through final resolution, ensuring systems run smoothly and customers stay informed
• Drive Continuous Improvement by identifying process gaps, creating knowledge base articles, and sharing your expertise through team sessions
• Bridge Teams by collaborating with Engineering, Sales, and internal specialists to escalate issues appropriately and communicate critical updates
• Manage Multiple Priorities simultaneously while maintaining attention to detail and following established procedures

What You Bring to the Table

Technical Foundation:

• 5+ years in a technical support or engineering role (ideally with development background)
• Deep expertise in Linux/Unix administration and troubleshooting
• Strong networking knowledge: CCNA or equivalent (protocols, firewalls, IP technologies)
• Experience with 4G/5G, AAA, and network security concepts
• Hands-on experience configuring Cisco, Juniper, or similar network equipment
• Working knowledge of virtualization & cloud platforms (SaaS, PaaS, IaaS)

Certifications (at least one):

• CCNA | MCSE | Cloud Certification | Red Hat

Skills:

• Excellent communicator who translates complex technical concepts for diverse audiences
• Strong problem-solver with logical, investigative thinking
• Natural mentor with willingness to elevate others
• Self-directed learner committed to staying current with technology
• Organized, detail-oriented, and process-driven
• Scripting and programming experience (C#, .NET, REST APIs)
• Development background with understanding of scalable, modern architectures
• Experience reproducing and documenting software bugs

What You Can Expect From Us

• Dynamic, fast-paced environment where no two days are alike
• Opportunities to grow as a technical leader and mentor
• Exposure to cutting-edge technologies in cloud and network infrastructure
• Collaborative team that values continuous improvement and knowledge-sharing
• On-call rotational schedule and occasional after-hours support (part of the role)
• Minimal travel (<5%)

Ready to make an impact? If you\'re a technical problem-solver who loves helping others succeed, we\'d love to hear from you.