Support Engineer – Malaysia

Liven; Johor Bahru; On-site; MYR 30,000 - 45,000; Full time

Job summary

A hospitality tech leader is looking for five Support Engineers in Johor Bahru to join their Enterprise Support team. This role focuses on providing Tier 1 and Tier 2 technical support for major clients like Shake Shack. Key responsibilities include managing POS configurations, network troubleshooting, and supporting deployment across regions. The ideal candidate should have a diploma in IT, experience in F&B tech support, and strong communication skills in high-pressure situations. Remote support experience is a plus.

Qualifications

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

Responsibilities

• Provide Tier 1 and Tier 2 technical support via WhatsApp, Phone, and Email.
• Manage and troubleshoot POS configuration and network issues.
• Support deployment activities across Singapore and Malaysia.

Skills

Technical support

POS systems

Network troubleshooting

Communication skills

Client management

Education

Diploma or Degree in Computer Science, IT, or a 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: From Melbourne to New York, Singapore to Jakarta, and all the way to Chennai, our presence spans major cities across the globe.

Here’s a Quick Glimpse Of Liven

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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.