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Technical Support Engineer
Job summary
A technology services company in Kuala Lumpur seeks a Technical Support Engineer. This hybrid/onsite role requires providing expert support for backup, recovery, and data management. Candidates should have a Bachelor's degree and 3-5 years of experience in technical support, with strong troubleshooting skills in Windows Server and familiarity with tools like Veeam. Excellent communication skills in English and Chinese or Japanese are essential. Responsibilities include managing customer issues and liaising with product development teams.
Qualifications
- 3-5 years’ experience in technical or customer support.
- Proficiency in troubleshooting remote issues.
- Ability to document technical procedures and solutions.
Responsibilities
- Troubleshoot and resolve customer issues remotely and on-site.
- Manage backup operations and disaster recovery plans.
- Contribute to labs, simulations, and product beta testing.
Skills
Education
Tools
This will be hybrid/onsite role and need to work from Persistent Malaysia office (Selangor).
- 14 – With English and Chinese
- 2 – English and Japanese
The Technical Support Engineer provides expert technical support to enterprise customers for backup, recovery, and data management suite. This position requires proficiency in troubleshooting, remote problem solving, and strong communication skills for resolving complex technical issues involving backup infrastructures and disaster recovery.
- Troubleshoot and resolve customer issues for the full suite of backup and recovery products, both remotely and on-site.
- Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools.
- Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability.
- Document technical procedures, support case notes, and solutions for customer issues.
- Perform root cause analysis and elevate software bugs or product enhancements as needed.
- Contribute to labs, simulations, and product beta testing initiatives.
- Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.
- Coordinate with product development and engineering teams for advanced troubleshooting and resolution.
- Maintain up-to-date knowledge of changes in products, emerging backup technologies, and compliance requirements.
- Bachelor’s degree in Computer Science, Information Technology, or equivalent relevant experience.
- Minimum 3-5 years’ experience in technical/customer support, preferably within enterprise data backup and recovery environments.
- Solid hands‑on expertise with software; familiarity with alternative backup tools like Veritas, Veeam, NetBackup, or Avamar is a plus.
- Strong troubleshooting skills in Windows Server, Linux, VMware/Hyper‑V, and networking fundamentals.
- Experience with implementation, configuration, and monitoring of enterprise backup solutions.
- Excellent written and verbal communication skills – English and Chinese or English and Japanese.
- Suite (Backup, Restore, Disaster Recovery)
- VMware, Hyper‑V administration
- Data backup and archive management
- Technical and incident documentation
- TCP/IP, DNS, and network troubleshooting
- Disaster recovery planning and testing
- Customer‑first attitude and problem‑solving mindset.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.