Technical Support - Software Engineer (L3)

Aigens; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A technology solutions company located in Malaysia is seeking a Level 3 Support Specialist to address escalated technical challenges. The ideal candidate will possess over 5 years of experience in CRM or E-Commerce support, demonstrating proficiency in Java and extensive knowledge of SQL and NoSQL databases. You will collaborate with diverse teams, innovate solutions, and guide junior members. This role offers a competitive salary and fosters a friendly work environment focused on growth and inclusivity.

Benefits

Competitive salary

5‑day work week

Friendly work environment

Growth opportunities

Qualifications

• 5+ years in a Level 3 support role specializing in CRM or E-Commerce.
• Proficiency in Java programming and software development principles.
• Strong knowledge of SQL and NoSQL databases.

Responsibilities

• Manage escalated support cases and provide technical expertise.
• Investigate issues, analyze root causes, and develop solutions.
• Collaborate with cross-functional teams across South East Asia.

Skills

Java programming

SQL databases

NoSQL databases

System integrations

Problem-solving

Communication skills

Cloud platforms (GCP, AWS)

Education

Bachelor's degree in Computer Science or related field

Job description

Job Information

• Date Opened 10/03/2025
• Job Type Full time
• Industry Technology
• Work Experience 5+ years
• City Selangor
• State/Province Selangor
• Country Malaysia
• Zip/Postal Code 47600

Job Description

Aigens Technology Limited is a market leader in F&B and Hospitality technology, empowering over 500 brands across the Asia Pacific, including global names like KFC, Burger King, Starbucks, Shake Shack, Hyatt, and Accor. Headquartered in Hong Kong, we specialize in innovative solutions that transform customer experiences and maximize operational efficiency. As pioneers in mobile ordering and QR code technology, Aigens has been instrumental in steering the digital revolution of the F&B and Hospitality industry. Our versatile product portfolio—including Kiosk and Mobile Ordering solutions, POS, Payment, Loyalty systems, and Middleware—helps businesses attract more customers, increase order sizes, foster loyalty, and streamline operations. With rapid growth in the past three years, expanding to 9 regional offices and a team of 150 (and counting), Aigens is shaping the future of F&B and Hospitality technology. If you are passionate about innovation and want to make an impact in this dynamic industry, join us and be part of our journey.

What Your Daily Work Looks Like

As a Level 3 Support Specialist at Aigens, you will play a crucial role in our support team, taking ownership of escalated support cases and ensuring timely and effective resolution of complex technical issues. Your responsibilities will include investigating reported issues, identifying root causes, and implementing solutions and enhancements to deliver exceptional customer support.

Key Responsibility

• Own and manage escalated support cases, providing in-depth technical expertise to resolve complex issues
• Investigate reported issues, analyse root causes, and develop effective solutions to address technical challenges
• Collaborate with cross-functional teams across South East Asia to implement remedies and enhancements to improve system performance and functionality
• Utilise your coding experience, particularly in Java, to develop and implement technical solutions
• Demonstrate strong expertise in system integrations, with a focus on areas such as payments, to ensure seamless operations across integrated platforms
• Provide technical guidance and mentorship to junior team members, fostering a culture of continuous learning and development

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field
• At least 5 years experience in a Level 3 support role specialised in CRM or E-Commerce, handling escalated technical issues in a fast-paced environment
• Proficiency in Java programming and a strong understanding of software development principles
• Strong knowledge of SQL databases (MySQL, PostgreSQL) and NoSQL databases (Datastore, DynamoDB); Experience with cloud platforms (GCP, AWS) including compute, storage, logging and networking services; Proficiency with REST API troubleshooting and log analysis to identify root causes
• Extensive experience in system integrations, with a focus on payment systems and data exchange protocols
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently
• Strong communication skills to effectively interact with stakeholders at all levels
• Ability to work independently and collaboratively in a team environment
• Proficiency in verbal and written English and Chinese (Mandarin or Cantonese)

Benefits

• Competitive salary for the right candidate
• 5‑day work week
• Friendly and people‑oriented work environment
• Working in a flat culture with talented individuals
• Join a young and growing brand backed by a great investment team

Aigens is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, genetic information, or any other protected characteristic.

All applications will be handled in strict confidence and will only be used for recruitment related purposes. Applicants who do not hear from us within 6 weeks from the date of application may consider their applications unsuccessful. All information on unsuccessful candidates will be retained for a maximum period of 24 months.