Technical Support Specialist _2026

Talent Trader Group; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Talent Trader Group is seeking a Technical Support Specialist in Kuala Lumpur to own end-to-end technical cases and drive incident triage, coordination, and resolution. You will work with Engineering, Product, and SRE to reduce incident impact and improve support processes.

The role requires hands-on experience with platform workflows, strong troubleshooting skills, and a proactive approach to knowledge management and automation. Local candidates with a customer-first mindset are preferred.

Qualifications

• 2+ years experience in customer/technical application support
• Hands-on experience supporting Platform workflows, including configuration and troubleshooting
• Demonstrated ability to troubleshoot complex issues end-to-end and collaborate with Engineering/Product
• EA License No: 13C6305 and Reg. No.: R1874608 (Lee Jia Hou)

Responsibilities

• Take end-to-end ownership of technical cases and tickets, including investigation, reproduction, impact assessment, and coordination of fixes with internal teams.
• Triage incidents for service disruptions and customer-impacting issues, track timelines, and provide stakeholder updates.
• Analyze recurring issues and ticket trends to propose preventive actions and process improvements.
• Serve as a technical SME for Support workflows and configurations, guiding troubleshooting and setup standards.
• Validate configurations and data integrity while troubleshooting issues to ensure accurate customer outcomes.
• Maintain effective ticket management and prioritization, ensuring timely escalations and SLAs.
• Develop and maintain troubleshooting guides, runbooks, and escalation playbooks for consistency.
• Provide occasional training and hands-on guidance to junior team members.
• Collaborate with Customer Support, SRE, and Engineering teams to resolve issues efficiently with logs and context.
• Identify opportunities to automate repetitive tasks and contribute to workflow improvements.
• Participate in on-call or flexible support coverage as required.

Skills

Customer support

Technical troubleshooting

SLA management

Root cause analysis

Cross-functional collaboration

Job description

Technical Support & Escalation: Take end-to-end ownership of technical cases and tickets, including investigation, issue reproduction, impact assessment, and coordination of fixes or workarounds with internal teams.

Incident & Problem Management: Support incident triage for service disruptions and customer-impacting issues by tracking timelines, providing stakeholder updates, coordinating mitigation, and contributing to preventive actions.

Operational Health & Trend Analysis: Analyze recurring issues and ticket trends, and recommend preventive measures, documentation updates, and process improvements to reduce repeat incidents.

Technical Ownership: Serve as a technical SME for Technical Support workflows and configurations, providing guidance on troubleshooting, setup standards, and best practices.

Configuration & Data Validation: Validate configurations, setup changes, and data integrity while troubleshooting configuration-related issues to ensure accurate customer outcomes.

Ticket & SLA Management: Maintain effective ticket management and prioritization, ensuring timely escalations and adherence to response and resolution SLAs.

Knowledge Management: Develop and maintain troubleshooting guides, configuration runbooks, known-issue documentation, and escalation playbooks to improve support consistency and onboarding.

Training & Enablement: Provide occasional training and hands-on guidance to junior Global Support team members, sharing best practices and process updates.

Cross-Functional Collaboration: Collaborate with Customer Support, SRE, and Engineering teams to resolve technical issues efficiently, providing relevant logs, technical context, and customer impact details.

Continuous Improvement & Automation: Identify opportunities to automate repetitive support tasks and contribute scripts, requirements, and workflow improvements to enhance efficiency and quality.

On-Call / Shift Support: Participate in on-call or flexible support coverage as required to handle critical issues outside standard working hours.

Required Skills and Experience

Key Qualifications

2+ years experience in customer/technical application support, including handling escalations and customer-impacting issues.

Hands-on experience supporting company’s Platform workflows, including configuration, setup changes, and troubleshooting common failure scenarios.

Demonstrated ability to troubleshoot complex issues end-to-end, provide clear reproduction steps, and partner with Engineering/Product on root cause and fixes.

EA License No: 13C6305

Reg. No.: R1874608 (Lee Jia Hou)

For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Are you available for shift work?

What can I earn as a Technical Support Specialist