Support Engineer – Enterprise

Liven; Johor Bahru; On-site; MYR 36,000 - 54,000; Full time

Job summary

Join Liven, a leader in hospitality tech, as a Support Engineer in Johor Bahru. You will be part of a crucial team supporting major clients like Shake Shack, focusing on technical support and client communication. The role involves troubleshooting issues with POS systems while leveraging AI tools for efficiency. Ideal candidates possess a diploma in IT and have 1-2 years of experience in tech support.

Qualifications

• 1-2 years of experience in F&B tech support, ideally with POS systems.
• Hands-on experience with POS hardware and software installations.
• Ability to manage multiple support channels simultaneously.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via WhatsApp, Phone, and Email.
• Manage and troubleshoot issues related to POS configuration and network connectivity.
• Document issue resolutions and improve system configurations.

Skills

Communication

Network Troubleshooting

Education

Diploma or Degree in Computer Science, IT, or related field

Tools

TeamViewer

AnyDesk

Job description

Join the revolution in hospitality tech!

Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back-of-house management.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI-enriched insights and automated workflows, enabling smarter decision-making and smoother operations at scale.

We’re proud to be an AI-first organisation. By automating repetitive tasks, we free up space for our teams — and our customers — to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

Key Milestones

• Expansion: Acquired OrderUp, Abacus, Zeemart, Copper and Nomnie forming Asia Pacific’s largest end-to-end group in hospitality technology.
• Global Reach: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.
  
  

If you're someone who thrives on creativity, bold thinking, and using technology to make things better, faster, and smarter — you’ll feel right at home here.

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About The Role

We're seeking five Support Engineers based in Johor Bahru to join our growing Enterprise Support team. This team is critical in supporting major clients, including Shake Shack across both Singapore and Malaysia.

This role requires high-touch engagement with clients, especially during operational hours. While AI tools will support documentation and diagnostics, human-led service is essential for real-time communication and troubleshooting.

What You'll Do

• Provide Tier 1 and Tier 2 technical support via WhatsApp, Phone, and Email (not Intercom).
• Manage and troubleshoot issues related to POS configuration, network connectivity, and hardware/software setups.
• Support deployment activities across Singapore and Malaysia, particularly for large-scale rollouts (e.g., Popular QSR with 300 outlets)
• Serve as the first point of contact for technical escalations from key enterprise clients.
• Document issue resolutions and identify opportunities to improve system configurations or processes.
  
  

Qualifications

• Diploma or Degree in Computer Science, IT, or a related technical field.
• 1–2 years of experience in F&B tech support, ideally with POS systems.
• Hands-on experience with POS hardware and software installations.
• Competency in network troubleshooting (basic to intermediate).
• Strong communication skills, especially in high-pressure client situations.
• Ability to manage multiple support channels simultaneously.
  
  

Good to Have

• Experience supporting enterprise clients in the F&B or retail industries.
• Familiarity with tools like TeamViewer, AnyDesk, or other remote diagnostic platforms.
• Understanding of F&B operations and workflows.
• Prior experience in deployment across multiple locations or regions.