Support Analyst

Clover Technology; Kuching; Presencial; MYR 39.000 - 61.000; Jornada completa

Descripción de la vacante

Clover Technology Sdn Bhd in Kuching, Sarawak, is seeking a Support Analyst to join the Technical Support team. You will handle L2 tickets, investigate data with SQL and logs, and determine if issues are bugs or expected behavior. Training is provided for fresh graduates.

You will learn our AI-assisted workflows and ramp up on our systems alongside experienced engineers. This role is for those with <1 year of experience and a strong curiosity for problem-solving.

Formación

• Fresh graduates or candidates with less than 1 year of experience; training will be provided.
• Basic SQL: ability to write SELECT with WHERE and JOIN or eager to learn quickly.
• Careful with data: verify before you change and after.
• Clear written communication so ticket replies make sense to others.
• Proficient in English (spoken and written); Mandarin is a plus.
• Diploma/degree in IT, CS or related field, or equivalent practical experience.

Responsabilidades

• Work on L2 support tickets in Jira: investigate, keep ticket updated and reply clearly.
• Use SQL and logs to check data, determine if issue is a bug or expected behavior.
• Explain expected behavior clearly when not a bug; enable confident ticket closure.
• Prepare data patches, have them reviewed, run them and verify results.
• Escalate bugs or findings to developers, QA or BI with evidence and cases.
• Spot recurring issues and group under root cause.
• Learn from teammates and apply feedback; use AI tools to assist.

Conocimientos

Curious problem-solver

Basic SQL

Data accuracy

Clear written communication

English proficiency

Educación

Diploma or degree in IT/CS or related field

Herramientas

Jira

SQL

Microsoft Teams

ChatGPT

Descripción del empleo

• Working hours: 9 AM to 6 PM, Monday to Friday
• Experience: Fresh graduate to under 1 year

About the role

We are looking for a Support Analyst to join our Technical Support team in Kuching, Sarawak. We build and maintain systems for our clients, and our support team handles L2 support for them.This is technical investigation, not a customer service or call-centre role. When something looks wrong, you find out why: check the data with SQL and the logs, decide whether it is a real bug or the system working as designed, then fix it, explain it, or hand it to the right team with clear evidence.We work with AI-assisted workflows and an AI knowledge base built on our project history, so you ramp up on our systems faster.This opening is for fresh graduates and candidates with less than one year of experience. Training will be provided, and you will learn our systems alongside experienced Support Engineers. If you have one year or more of support, QA or development experience, apply to our Support Engineer opening instead.

What you'll be doing

• Work on L2 support tickets raised in our support system, such as Jira: investigate, keep the ticket updated and reply clearly
• Use SQL and logs to check and reconcile data, and work out whether an issue is a bug or expected behaviour
• Explain expected behaviour clearly when it is not a bug, so the ticket can be closed with confidence
• Prepare data patches, have them reviewed, run them and verify the result
• Escalate bugs or findings to the relevant team, such as developers, QA or BI, with the affected cases, expected behaviour and evidence
• Spot issues that keep coming back and group them under one root cause
• Learn from the Support Engineers you work with and apply their feedback
• Investigate more thoroughly and write clearer ticket replies with AI tools such as Claude and ChatGPT, verifying every finding against the data

What we're looking for

• A curious, patient problem-solver who likes finding out why something is not working
• Basic SQL: you can write a SELECT with a WHERE and a JOIN, or are keen to learn quickly
• Careful with data: you check before you change, and verify after
• Clear written communication, so your ticket replies make sense to someone else
• A diploma or degree in IT, Computer Science or a related field, or equivalent practical experience
• Proficient in English (spoken and written). Mandarin is a plus
• Comfortable using AI tools, and careful to check their answers against the actual data

Tools you'll use

• Jira
• SQL
• Microsoft Teams
• ChatGPT

How you'll grow

Our support ladder runs from Support Analyst to Support Engineer, Senior Support Engineer and Technical Support Lead, with three grades at each level. Promotion is based on your monthly KPI results over time, usually after at least a year in your grade.