Technical Support Engineer (Malaysia)

SecIron; Malaysia; On-site; MYR 67,000 - 100,000; Full time

Job summary

SecIron is seeking a Technical Support Engineer to help customers with SecIron’s mobile app security solutions. You will troubleshoot issues, reproduce problems, and identify root causes while collaborating with engineering and product teams to resolve complex cases.

You will document solutions, contribute to knowledge bases, guide customers through configurations and upgrades, and provide clear explanations to technical and non‑technical stakeholders.

Qualifications

• Bachelor’s in Computer Science/IT/ Cybersecurity or a related engineering field.
• 3–5 years of experience with enterprise software; startup experience is a plus.
• Experience with mobile apps native (Java, Kotlin, Swift) and cross‑platform (Flutter, React Native).
• Familiarity with iOS/Android, APIs, or SDK implementation is beneficial.
• Strong technical support with understanding of software products, systems, and mobile security concepts.
• Troubleshooting and analytical skills to diagnose issues and identify root causes.
• Customer-focused mindset with commitment to quality service and positive customer experience.
• Able to work independently and in teams with strong communication.
• English written/spoken; Mandarin is an advantage.

Responsibilities

• Understand mobile applications and SaaS delivery models to troubleshoot, diagnose, and debug issues.
• Execute compatibility tests, validate fixes, and document findings clearly.
• Maintain high customer satisfaction by owning and resolving issues.
• Gather feedback and follow escalation procedures for unresolved issues and feature requests.
• Develop and maintain support documentation and knowledge base articles.
• Collaborate with development and customer success teams to investigate issues and support customers.

Skills

Troubleshooting

Root cause analysis

Customer support

Mobile platforms

Communication

English proficiency

Mandarin (advantage)

Independent & collaborative

Education

Bachelor's in Computer Science/IT/Cybersecurity or related engineering

Job description

The Technical Support Engineer will provide technical assistance to customers using SecIron’s mobile
app security solutions, including troubleshooting issues, reproducing problems, and identifying root
causes. The role involves timely respond to customer support requests, maintaining a professional
manner, while collaborating with engineering and product teams to resolve complex technical cases.

The Technical Support Engineer will document solutions, maintain knowledge base articles, and
contribute to best practices that improve support efficiency. This position also includes guiding
customers through product configurations, upgrades, and integrations, and providing clear technical
explanations to both technical and non-technical stakeholders

What will you do?

• Understand mobile applications, and SaaS delivery models to effectively troubleshoot,
  diagnose, and debug customer-reported issues.
• Execute compatibility and functionality testing, validate fixes and enhancements, and
  document findings in clear and structured reports.
• Maintain a high level of customer satisfaction by taking ownership of customer-reported
  issues and seeing problems through to resolution.
• Gather customer feedback and follow established escalation procedures for unresolved issues,
  bugs, and product enhancements.
• Develop and maintain support documentation, knowledge base articles, and recommend
  improvements to product reliability, usability, and customer experience.
• Work closely with development and customer success teams to investigate issues, validate
  solutions, and support customer needs

Your Skills & Experience:

• Bachelor’s in Computer Science/IT/ Cybersecurity or a related engineering field.
• 3 – 5 years of experience working with enterprise software solutions; startup experience is an
  advantage.
• Experience with mobile applications developed in native (Java, Kotlin, Swift) and crossplatform (Flutter, React Native) environments.
• Familiarity with mobile platforms (iOS and Android), APIs, or SDK implementation is highly
  beneficial.
• Strong technical support experience with the ability to understand software products, system
  environments, and mobile application security concepts.
• Proficiency in troubleshooting and analytical skills to diagnose issues, identify root causes,
  and propose effective solutions.
• Customer-focused mindset with a strong commitment to delivering high-quality service and
  ensuring positive customer experience.
• Ability to work independently and collaboratively, with strong communication skills to support
  effective teamwork and issue resolution.
• Strong written and spoken English communication skills; proficiency in Mandarin is an
  advantage for supporting Mandarin-speaking stakeholders