Support Engineer

Clover Technology; Kuching; On-site; MYR 67,000 - 100,000; Full time

Job summary

Clover Technology Sdn Bhd in Kuching, Sarawak, is seeking a Support Engineer to handle L2 tickets end-to-end. You will investigate using SQL, logs, and code, coordinate with developers and QA, and contribute to internal guides and knowledge bases.

This role emphasizes technical investigation rather than customer service, with growth through AI-assisted workflows. Experience in application support or software development is required, with strong English communication.

Qualifications

• 1+ year in application support, IT helpdesk with ticketing, QA or software development.
• Confident with SQL, including joins, GROUP BY and aggregates.
• Comfortable reading application logs and code and following an issue across systems.
• Clear written communication for ticket replies, bug reports and guides.
• Experience working with developers and QA to fix issues.
• Proficient in English (spoken and written); Mandarin is a plus.
• Experience using AI tools with good judgment on outputs.

Responsibilities

• Own L2 support tickets raised in our system (Jira) and resolve independently using SQL, logs, and code when needed.
• Collaborate with developers, BI or QA to investigate and reproduce issues.
• Escalate confirmed bugs with root cause and affected cases to the lead.
• Size the impact of an issue across clients and records.
• Prepare and review data patches and verify results before closing.

Skills

SQL proficiency

Read logs & code

Clear written comms

Ticketing experience

Tools

Jira

SQL

Microsoft Teams

ChatGPT

Job description

• Working hours: 9 AM to 6 PM, Monday to Friday
• Experience: 1+ years in support, QA or development

About the role

We are looking for a Support Engineer 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. You will own tickets from first report to closure: find the root cause using SQL, logs and, when needed, the code, work with developers, BI or QA to investigate, and escal•e confirmed bugs to the Project Coordinator or team lead with a clear case. You will also guide our Support Analysts and turn what you learn into documentation.We work with AI-assisted workflows and an AI knowledge base built on our project history, so you spend more time on root causes and less on searching for context.This opening is for candidates with at least one year of experience in application support, IT helpdesk, QA or software development. Role level and salary are set based on your experience and assessment. If you are a fresh graduate, apply to our Support Analyst opening instead.

What you'll be doing

• Own L2 support tickets raised in our support system, such as Jira, and resolve them independently using SQL, logs, the code when needed and the client's business rules
• Work with developers, BI or QA when you need their help to investigate, and reproduce issues with them
• Escalate confirmed bugs to the Project Coordinator or team lead with the affected cases, expected behaviour and root cause, so they can take it from there
• Size the impact of an issue: which clients and records are affected, and since when
• Prepare and review data patches, and verify the result before closing
• Review Support Analysts' tickets and patches, and guide them on triage and when to elevate
• Turn resolved cases into internal guides and reusable SQL
• Investigate more thoroughly and document root causes more clearly with AI tools such as Claude and ChatGPT, and help analysts use them with care

What we're looking for

• At least 1 year of experience in application support, IT helpdesk with ticketing, QA or software development
• Confident with SQL, including joins, GROUP BY and aggregates, to investigate and fix data issues
• Comfortable reading application logs and code, and following an issue across systems
• Clear written communication for ticket replies, bug reports and guides
• Experience working with developers and QA to get issues fixed
• Proficient in English (spoken and written). Mandarin is a plus
• Experience using AI tools in your work, with the judgement to know when their output is wrong

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.