Technical Customer Support, Support II

Zebra Technologies; Penang; Hybrid; MYR 56,000 - 89,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies in Penang, Malaysia is seeking a Technical Customer Support II to resolve moderately complex technical issues, bridge entry-level and senior roles, and grow product expertise across Zebra's offerings.

You will troubleshoot, manage tickets, collaborate with cross-functional teams, and contribute to process improvements while developing training for newer colleagues in a fast-paced, hybrid work environment.

Qualifications

• High School Diploma or equivalent vocational qualification / experience
• 24x7 rotational shift

Responsibilities

• Troubleshoot and resolve a wide range of technical issues independently or with minimal supervision
• Manage multiple support tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements)
• Collaborate with cross-functional teams to address and resolve customer challenges
• Actively contribute to the improvement of support processes and tools
• Develop and deliver training content for entry-level team members to enhance team capability
• Participate in technical review meetings and contribute insights on customer pain points and product improvements

Skills

MDM software

SQL

BigQuery

Cloud platforms

Linux

Android devices

AI tools understanding

Analytical skills

Multitasking

Leadership potential

Education

High School Diploma

Tools

AWS

Azure

GCP

Job description

Penang, Malaysia

Full time

JR103514

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

The Technical Customer Support II position is responsible for resolving moderately complex technical issues and ensuring customer satisfaction through effective communication and problem-solving. This position bridges the gap between entry-level support and senior technical roles, requiring a deeper understanding of products, platforms, and customer environments. This individual must have the ability to support multiple Zebra products and a proactive approach to learning and maintaining expertise in Zebra's evolving product offerings.

Job Description

Essential Duties and Responsibilities:

• Troubleshoot and resolve a wide range of technical issues independently or with minimal supervision
• Manage multiple support tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements)
• Collaborate with cross-functional teams to address and resolve customer challenges
• Actively contribute to the improvement of support processes and tools
• Develop and deliver training content for entry-level team members to enhance team capability
• Participate in technical review meetings and contribute insights on customer pain points and product improvements

Job Requirements:

• High School Diploma or equivalent vocational qualification / experience
• 24x7 rotational shift

Key Skills and Competencies:

• Some experience with AI-driven tools, such as machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions, to improve customer support operations
• Technical knowledge in MDM software (Soti, Workspace One, Sure MDM)
• Knowledge in SQL, Google BigQuery
• Experience in AWS, Microsoft Azure or Google Cloud Platform (GCP)\
• Experience in Linux environments like Red Hat, Ubuntu
• Knowledge in Android devices
• Strong analytical skills to evaluate technical issues and identify root causes
• Intermediate knowledge of hardware, software, and cloud-based systems
• Effective at multitasking and prioritization in a fast-paced environment
• Leadership potential with the ability to manage small projects or guide peers

Benefits:

• We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy (https://www.zebra.com/us/en/about-zebra/company-information/legal/privacy-statement.html) .

Zebra provides the foundation for intelligent operations with an award-winning portfolio of connected frontline, asset visibility and automation solutions. Organizations globally across retail, manufacturing, transportation, logistics, healthcare, and other industries rely on us to deliver outcomes today while driving innovation for what's next. Together with our partners, we create new ways of working that improve productivity and empower organizations to be better every day. Learn more at zebra.com .

Zebra

Better Every Day