Software Support Engineer

Horizontal Talent; Selangor; On-site; MYR 78,000 - 123,000; Full time

Job summary

Horizontal Talent is seeking a Software Support Engineer in Malaysia to ensure stability, performance, and reliability of our global product ecosystem. You will collaborate with engineering teams to drive issue resolution and customer satisfaction.

You will diagnose and troubleshoot complex software issues, work with stakeholders, and contribute to knowledge bases and incident management processes. Strong scripting and cloud skills are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• Strong technical troubleshooting skills with distributed systems, APIs and microservices.
• Hands-on experience analyzing logs and using monitoring tools.
• Familiarity with scripting languages such as Python, PowerShell or Bash.
• Understanding of cloud environments; Azure preferred.
• Excellent communication skills to translate technical info for diverse audiences.
• Fluent in English (spoken and written).

Responsibilities

• Diagnose, troubleshoot, and resolve complex software issues across the global product landscape.
• Serve as a primary technical contact for internal stakeholders, partners, and customers.
• Reproduce and analyze issues in controlled environments; document root causes and fixes.
• Collaborate with Product Engineering, QA, Cloud Ops, and DevOps for incidents.
• Participate in incident and problem management with timely communication and documentation.
• Monitor application performance, availability, and infrastructure health.
• Support software releases, upgrades, and configuration changes globally.
• Contribute to knowledge base articles, troubleshooting guides, and operational docs.
• Drive continuous improvement by addressing recurring issues and proposing long-term solutions.

Skills

Troubleshooting

APIs & microservices

Logging & monitoring

Scripting: Python/Bash/PowerShell

Cloud: Azure

Technical communication

English language

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Jira

CI/CD tools

Job description

Software Support Engineer – Job Description

The Software Support Engineer plays a critical role within Global Products Operations & Support, ensuring the stability, performance, and reliability of our global product ecosystem. This role focuses on delivering high?quality technical support, driving issue resolution, and collaborating with engineering teams to enhance customer experience and operational excellence.

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex software issues across our global product landscape.


• Serve as a primary technical contact for internal stakeholders, partners, and customers.


• Reproduce and analyze issues in controlled environments; document root causes and recommend fixes.


• Collaborate closely with Product Engineering, QA, Cloud Ops, and DevOps to ensure seamless operations and fast resolution of critical incidents.


• Participate in incident and problem management processes, ensuring timely communication and high-quality documentation.


• Monitor application performance, availability, and infrastructure health to identify improvement opportunities.


• Support software releases, upgrades, and configuration changes across global environments.


• Contribute to knowledge base articles, troubleshooting guides, and operational documentation.


• Drive continuous improvement by identifying recurring issues and proposing long?term technical and process solutions.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands?on experience.


• Strong technical troubleshooting skills with experience in distributed systems, APIs, and microservices.


• Hands-on experience analyzing logs, debugging issues, and using monitoring tools.


• Familiarity with scripting languages such as Python, PowerShell, or Bash.


• Understanding of cloud environments (Azure preferred).


• Excellent communication skills with ability to translate technical information for diverse audiences.


• Fluent in English (spoken and in writing)

Preferred Qualifications

• Experience in enterprise SaaS operations or global support organizations.


• Knowledge of ITIL disciplines including Incident, Problem, and Change Management.


• Experience with ticketing and service management tools such as ServiceNow or Jira.


• Background in DevOps, CI/CD, and automation practices.

Soft Skills

• Strong customer?first mindset with empathy and patience.


• Ability to manage multiple priorities under pressure in a global operational environment.


• Collaborative team player with a high sense of ownership.


• Proactive and analytical approach to problem?solving.