Technical Product Support Engineer - SaaS & API Expert

HCLTech; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

HCLTech in Malaysia seeks a skilled Technical Support Engineer to manage and resolve complex customer issues across applications, APIs, networking, and systems. You will communicate effectively with global customers and own production support end-to-end.

The role focuses on deep problem-solving, root cause analysis, and collaboration with engineering teams to provide timely, high-quality solutions. Fluency in English and 2+ years of enterprise product support are required.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 2+ years of experience with international customers (North America / Europe).
• Fluent in English (written and spoken).
• 2+ years of product support for enterprise applications (SaaS, IAM).
• Ability to explain technical concepts in simple language.
• Confident in leading customer calls independently.
• Experience in API debugging and issue investigation.

Responsibilities

• Own and resolve technical product issues reported by customers end-to-end.
• Analyse production issues, identify root causes, and provide effective solutions or workarounds.
• Assist customers with product configuration, troubleshooting, performance, and scalability guidance.
• Perform in-depth investigation using logs, system data, and API analysis.
• Collaborate with Engineering, DevOps, and internal teams to reproduce issues, track defects, and validate fixes.
• Communicate technical findings clearly to customers in a structured and professional manner.
• Manage production support activities independently with minimal supervision.

Skills

Troubleshooting

Customer communication

API debugging

Networking basics

SaaS/Cloud basics

Linux basics

Education

Bachelor's degree in Information Technology

Tools

ELK Stack

Grafana

Docker

Job description

HCLTech in Malaysia seeks a skilled Technical Support Engineer to manage and resolve complex customer issues across applications, APIs, networking, and systems. You will communicate effectively with global customers and own production support end-to-end.

The role focuses on deep problem-solving, root cause analysis, and collaboration with engineering teams to provide timely, high-quality solutions. Fluency in English and 2+ years of enterprise product support are required.