Technical Support Specialist: Incident Resolver & Automation

Talent Trader Group; Kuala Lumpur; Vor Ort; MYR 45.000 - 73.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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)

Aufgaben

• 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.

Kenntnisse

Customer support

Technical troubleshooting

SLA management

Root cause analysis

Cross-functional collaboration

Jobbeschreibung

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.