Technical Support Specialist - Malaysia

Insider One; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading technology platform in Kuala Lumpur is seeking a Technical Support Specialist to enhance partner experiences with their SaaS products. The role involves troubleshooting technical issues, communicating effectively with partners, and advocating for their needs. Ideal candidates will possess a relevant degree, have 1-2 years of technical support experience, and show strong problem-solving abilities. The position offers a chance to work in a diverse environment with ample training opportunities.

Benefits

Access to 16,000+ online courses on LinkedIn Learning

Paid Spotify subscription

Diverse and inclusive work environment

Qualifications

• 1-2 years experience supporting a technical product, ideally in SaaS.
• Strong communication skills in writing (English).
• Ability to provide timely responses and follow up systematically.

Responsibilities

• Play a crucial role in the Partner Success Team.
• Troubleshoot technical issues and find resolutions for partner requests.

Skills

Communication skills

Problem-solving skills

Debugging/troubleshooting skills

Education

University degree in Business, Marketing, Engineering, or related fields

Tools

HTML

CSS

Job description

About Us

Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.

Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels including WhatsApp, SMS, Email, Web, App, and Site Search.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top‑notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high‑growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino’s, and the list goes on.

Insider One was congratulated for becoming one of the only woman‑founded, women‑led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.

From day one, Insider One’s mission has not only been to build a world‑class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting‑edge products, and focusing on making an impact. If you want to be a part of this journey, just keep reading.

What is this role about?

You’re probably expecting an eye‑catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we’re a Sequoia‑backed company, with an awarded woman CEO and a team across the globe that takes the word “diversity” very seriously. But that’s exactly why we think that nothing says more than the real experience. We’re underdogs who believe in the power of actions more than anything else. And as a customer‑first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day‑to‑day is really like and, in a nutshell, this is what they told us.

Responsibilities

As a Technical Support Specialist in Insider day in and day out you will:

• play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,
• become an excellent communicator while mastering problem‑solving skills,
• work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
• troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
• contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
• meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.

Qualifications

• A university degree in Business, Marketing, Engineering, or related fields
• 1‑2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
• Strong communication skills in writing (English)
• High sense of responsibility and accountability
• Ability to provide timely responses and follow up systematically
• A natural problem solver with a positive attitude and love for helping others succeed
• Good debugging/troubleshooting skills
• Knowledge of HTML, CSS, or other programming languages is a plus

Benefits

• You can improve and challenge yourself with the many soft skills training sessions that we offer. You’ll have access to 16,000+ online courses taught by real‑world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
• You’ll have space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• We’ll provide you with a paid Spotify account subscription, how do you fancy working to the beats of your favorite audio while blocking out the rest of the world?
• You’ll have a chance to work in an international, diverse, and inclusive environment
• You’ll be part of an industry that’s shaping the future of customer experiences.

Was this position made for you?

So let’s talk! We’re curious bugs and can’t wait to get to know you.

We provide equal opportunity in a zero‑discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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