Unix/Linux Support engineer

Persistent Systems Malaysia Sdn Bhd; Selangor; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Health and wellness programs

Gym access

Health cover

Mental health support

Training & development

Performance bonuses

Career advancement

Job summary

Persistent Systems Malaysia Sdn. Bhd. is seeking a skilled L1 Support Engineer to handle high-volume incidents via phone, email, and remote assistance. You will document cases, escalate when needed, and mentor newer engineers while collaborating across teams.

You will work with English and Mandarin-speaking clients, troubleshoot Linux/Unix issues, and use CRM and softphone systems to ensure timely resolutions and customer satisfaction.

Qualifications

• Minimum 5–8 years in support or customer service.
• Strong English and Mandarin communication skills.
• Proficient Linux/Unix troubleshooting and OS issues.
• Understanding of Linux clusters and file systems.
• Experience with database tech like Oracle, MySQL, etc. is a plus.
• Ability to perform deep-dive RCA and troubleshooting.
• Familiarity with network debugging tools (Wireshark, tcpdump).
• Willingness to learn new tech and share knowledge.

Responsibilities

• Handle high-volume L1 support and incident resolution.
• Communicate clearly in English and Mandarin; document cases.
• Work independently and with teams to craft solutions.
• Replicate issues internally to aid resolution.
• Leverage internal labs and simulators for testing.
• Escalate complex cases with rationale when needed.
• Mentor new engineers and contribute to weekend shifts.
• Utilize CRM and softphone tools effectively.

Skills

English fluency

Mandarin fluency

Linux troubleshooting

Networking basics

RCA analysis

Customer support

Tools

Wireshark

tcpdump

CRM software

Softphone system

Job description

Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance including working with enterprise customers. Managing L1 support activities to deliver efficient incident handling and customer support with a commitment to ensuring the success and fulfillment of our global customer base.

Key responsibilities

Manage high volume of cases while ensuring a high rate of successful resolutions

Deliver strong written and verbal communication abilities, with a focus on detailed case documentation

Work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes

Replicate technical problems internally for better understanding and resolution

Continuously acquire and apply knowledge from internal community resources

Recognize when cases need to be escalated due to technical complexities or strategic considerations

Mentor and coach new engineers in the team

Leverage internal labs and simulators for testing and analysis

Contribute productively to weekend shifts, ensuring consistent support

Utilize productivity tools like softphone systems and CRM ticketing platforms effectively

About you

Support/Customer Service Experience – minimum 5-8 Years industry experience

Strong command of both spoken and written English, along with fluency in Mandarin, enabling effective communication and support for Mandarin-speaking clients

Deep understanding of Linux/Unix Platform and ability to troubleshoot OS related issues like process crash, high resource usage issues

Good understanding of Linux/Unix clusters

Hands on experience in Linux/Unix file systems and multipathing related troubleshooting

Hands on experience in one of these technology areas - Oracle, HANA, DB2, MySQL or any other DBs, Bare metal recovery, Snapshot backups

Ability to perform deep dive troubleshooting of performance related issues and provide RCA to the customers

Intermediate to Advanced understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others

Understanding of backup-related issues and experience with tools for OS and application recovery

Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems

A dynamic and challenging work environment with opportunities for personal and professional growth

Competitive salary and benefits package

Comprehensive health and wellness programs including gym access, health cover, and mental health support

A workplace that fosters a supportive and collaborative culture, encouraging team engagement, open communication, and mutual respect

Access to a range of training and development opportunities to enhance your skills and knowledge

Provision of state-of-the-art technology and tools to ensure you have everything needed to excel in your role

A culture that recognizes and rewards hard work and achievements, including performance bonuses, awards, and career advancement opportunities

Persistent Systems Limited, Malaysia branch started in 2012 as part of Persistent Systems Private Limited’s effort to expand their global reach. The company "Persistent Systems Malaysia Sdn. Bhd." was incorporated in 2013. It is a Malaysia based wholly owned subsidiary of Persistent Systems Limited, India.

Persistent Systems Malaysia has recently won the following awards:

IBM Special Recognition Award, IBM Analytics Business Partner Most Innovation Solution (first half 2017)

IBM Transformation Award Cognitive

APICTA 2017 Finalists – PIKOM:

Best of Research & Development

Best of Sustainability and Environment Technology

Life At Work 2017/18 Honouree - TalentCorp

Persistent Systems Limited, Malaysia branch started in 2012 as part of Persistent Systems Private Limited’s effort to expand their global reach. The company "Persistent Systems Malaysia Sdn. Bhd." was incorporated in 2013. It is a Malaysia based wholly owned subsidiary of Persistent Systems Limited, India.

Persistent Systems Malaysia has recently won the following awards:

IBM Special Recognition Award, IBM Analytics Business Partner Most Innovation Solution (first half 2017)

IBM Transformation Award Cognitive

APICTA 2017 Finalists – PIKOM:

Best of Research & Development

Best of Sustainability and Environment Technology

Life At Work 2017/18 Honouree - TalentCorp