Technical Support Analyst

Vontier; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Vontier is seeking an experienced Support Analyst to provide advanced technical support for customers and partners, resolving complex software and payment system issues. You will work with customers and internal teams to drive root cause analysis and deliver an exceptional support experience.

Responsibilities include incident management, troubleshooting across software and payment domains, and contributing to process improvements.

Qualifications

• Experience in a Level2 or Level3 support role.
• Experience leading technical discussions and customer meetings.
• Strong understanding of software, integrations, and networking fundamentals.
• Experience troubleshooting complex software and payment issues using logs and data.
• Knowledge of ITIL service management principles.
• Experience with XML, JSON, REST APIs, and web services.

Responsibilities

• Act as the primary technical escalation point for customer support issues.
• Investigate, troubleshoot, and resolve complex application, payment, and system incidents within SLAs.
• Perform root cause analysis and drive permanent resolution of recurring issues.
• Manage incidents through to closure with clear communication to customers and stakeholders.
• Participate in customer meetings, providing technical expertise and updates.
• Coordinate with internal teams to prioritize and resolve customer-impacting issues.
• Maintain incident records, documentation, and resolution notes.
• Provide onsite or remote support when required.

Skills

Customer engagement

Root cause analysis

Incident management

Technical troubleshooting

ITIL knowledge

Communication skills

PowerShell/Python

Cloud/SaaS

Tools

Jira

Salesforce

REST APIs

Job description

As a Support Analyst, you will provide advanced technical support to customers and partners, investigating and resolving complex software and payment system issues. You will work closely with customers and internal teams to ensure timely resolution, drive root cause analysis, and deliver an exceptional support experience.

WHAT YOU WILL DO:

Responsibilities include:

Customer & Incident Management

• Act as the primary technical escalation point for customer support issues.
• Investigate, troubleshoot, and resolve complex application, payment, and system incidents within agreed service levels.
• Perform root cause analysis and drive permanent resolution of recurring issues.
• Manage incidents through to closure, ensuring clear communication and timely updates to customers and stakeholders.
• Participate in customer meetings, providing technical expertise and support updates.
• Coordinate with internal teams to prioritize, track, and resolve customer impacting issues.
• Maintain accurate incident records, documentation, and resolution notes.

Technical Support & Operations

• Monitor support channels and respond to customer enquiries in a timely manner.
• Troubleshoot software, integration, infrastructure, and payment transaction related issues.
• Perform system administration and user access management activities as required.
• Support production releases, maintenance activities, and deployment of fixes.
• Assist with transition-to-support activities for new products, projects, and customers.
• Provide onsite or remote support when required.
• Participate in production releases and change management activities

Product & Process Improvement

• Identify trends, recurring issues, and service improvement opportunities.
• Create and maintain knowledge base articles, support procedures, and troubleshooting guides.
• Develop preventative measures and operational recommendations to improve platform stability and customer experience.
• Contribute to continuous improvement initiatives that enhance support efficiency and service quality.

Stakeholder Collaboration

• Act as the liaison between customers, support, development, product, and operational teams.
• Collaborate with cross functional teams to ensure effective issue resolution and successful product releases.
• Support internal and external customer training activities as required.
• Maintain strong working relationships with customers and partners to promote satisfaction and trust.

On-Call & Availability

• Standard working hours are 8:00am to 5:00pm New Zealand Time.
• Participate in a rotating oncall roster, including evenings, weekends, and public holidays as required.
• Provide support for customers with 24x7 support agreements.
• Be available to work outside standard business hours during critical incidents, major releases, or operational events.

ABOUT YOUR EXPERIENCE

• Experience working directly with customers in a support environment at a Level2 or Level3 position.
• Experience leading technical discussions and customer meetings.
• Strong understanding of software applications, integrations, and networking fundamentals.
• Experience troubleshooting complex software and payment issues using application logs and transaction data.
• Understanding of ITIL service management principles.
• Excellent written and verbal communication skills.
• Strong analytical and problem solving skills.
• Experience supporting payment, banking, or financial systems.
• Knowledge of XML, JSON, REST APIs, and web services.
• Experience with Jira, Salesforce,or similar tools.
• Understanding of payment processing, transaction flows, reconciliation, and settlements.
• Scripting experience using PowerShell, Python, Bash, or similar technologies.
• Familiarity with cloud based platforms and SaaS environments.