Malaysia onlyyour profile
We’re expanding our Support presence in APAC and looking for a highly experienced, autonomous Senior Technical Support Engineer to lead the regional front line for complex, high‑impact customer issues. You’ll own escalations end-to-end, act as a trusted technical authority for enterprise customers, and partner closely with our Product, Engineering, and DevOps teams in Europe.
This role is ideal for someone who thrives at the intersection of deep technical troubleshooting and thoughtful customer engagement, and who wants to help shape processes, tooling, and ways of working as we scale. You’ll be the sole Support presence in APAC, operating with confidence and judgment Prioritizing, deciding, communicating, and escalating without local peer validation.
This role is ideal for someone who thrives at the intersection of deep technical troubleshooting and thoughtful customer engagement, and who wants to help shape processes, tooling, and ways of working as we scale. You’ll be the sole Support presence in APAC, operating with confidence and judgment Prioritizing, deciding, communicating, and escalating without local peer validation.
What You'll Do
- Provide senior-level technical support for high-priority, high-impact issues from intake through resolution, including proactive expectation management in high-stakes situations
- Perform advanced troubleshooting across SaaS environments, integrations, and distributed systems; conduct root cause analysis and frame issues for Engineering with clarity and structure
- Serve as the go-to technical interface for customers in the region. Handle written communications and live calls, manage incidents, align on solutions, and build durable trust.
- Create reproducible bug reports; collaborate closely with Product, Engineering, and DevOps teams in Europe to drive timely fixes and long-term improvements
- Make confident decisions on prioritization, escalation strategy, and customer updates during APAC hours without immediate local peer support
- Identify recurring risks, systemic gaps, and process breaks; translate insights into concrete actions for Product and Support (documentation, tooling, automation, and process updates)
- Support rollout of tooling and processes (e.g., Zendesk implementation), release readiness
- ISO/compliance initiatives, and operational scaling efforts
- Provide regional coverage aligned with seniority and team schedules.
What You'll Need
- 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
- Advanced skills across SaaS, integrations, multi‑component/distributed systems; strong root cause analysis and problem framing
- Prior experience as an internal escalation point and mentoring or guiding other Support Engineers
- Proven ability to prioritize, decide, and operate autonomously during regional hours.
- Excellent English. Clear, confident, structured, and calm under pressure; adept at expectation management
- Demonstrated success partnering with Product/Engineering/DevOps to resolve defects and improve product quality
- Strong experience with ticketing systems (e.g., Zendesk) and monitoring/observability tools
- Comfortable with APIs, logs, environments, and distributed systems
- Database querying (SQL or similar) is a strong plus
Why You’ll Love Working with Us
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged passionate and helpful people
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