Job Description

Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being.

With offices around the world, ServiceRocket's five-star products and services help tech giants like Salesforce, Workplace from Meta, Digital.ai and Atlassian get the most from their software. We enable fast-growing companies to take off. And so will your career!

We are seeking a customer-centric and technical Support Engineer to join our fantastic team in Kuala Lumpur. The Technical Support Engineer is responsible for assisting, diagnosing, troubleshooting and delivering effective solutions to customers for simple to mid-complex technical problems. You will have the opportunity to learn from different cutting-edge technologies and engage with new customer support onboarding within a hybrid-support environment. This role will also enable yourself to build towards complex level product support as part of career growth within the organization.

Responsibilities

• Flexible to work on shift rotations, public holidays and weekends Provide world class technical support to our customers
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis
• Enable replication and debugging of issues to verify product related bugs
• Collaborate with our global support team, share best practices and drive process improvements
• Advocate for our customers, influence product direction through customer feedback
• Test and evaluate new product versions to ensure they are ready for release
• Influence conversions through product demo and customer interactions
• Creation and curation of knowledge-base articles, use cases and documentation to help customers help themselves

Skills

• 1-2 years experience in technical support role, preferably in a software environment with good troubleshooting experience
• Experience and/or familiarity with Java, JVMs, JavaScripts
• Has operating system knowledge (e.g. Windows and/or Linux)
• Familiarity with database concepts (e.g., Oracle, SQL Server or Postgres)
• Experience with servers (e.g. Tomcat, Apache, IIS, NGINX etc.)
• Foundation of basic network functions, standards, and protocols (e.g. proxies, SSL, load balancers, LDAP)
• Experience and/or familiarity with with API, CSS, HTML
• Familiarity with multiple hosting platforms
• Strong degree of empathy for the customer experience
• Excellent communication skills, possessing the ability to support customers over email, chat, phone, and screen-shares
• Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency
• Passionate about crafting solutions and documenting knowledge
• Process oriented in driving outcomesResponsive and adaptable to changes

With a competitive salary and career pathway to advance your skills, you'll reap the rewards of growth with ServiceRocket's unique Share the Fruit program and an opportunity for stock options. Our generous health and wellness benefits allow you to care for yourself and loved ones. We offer monthly stipends that support how you work and encourage a healthy work life balance. Wear the Rocket: come grow with us!