Job Description

Overview:

We are seeking a Level 1 Technical Product Support Engineer to join our global Support and Services team. This role focuses on providing high-quality customer support to clients across Asian regions in [Mandarin / Japanese / Korean] language.

You will be the first point of contact for customer queries, ensuring timely resolution, clear communication, and a positive support experience. Comprehensive training on product SOPs and IAM (Identity and Access Management) fundamentals will be provided post-hire.

Key Responsibilities:

Act as the first line of support for customers via email, chat, and ticketing systems in [Mandarin / Japanese / Korean]. Log, triage, and track customer cases through the Case Management System. Identify, diagnose, and resolve basic technical or process-related issues using standard operating procedures (SOPs). Escalate complex or unresolved issues to Level 2 or Engineering teams as required. Follow up on open cases and ensure customers are kept informed of status and next steps. Maintain accurate and detailed documentation of all customer interactions. Collaborate closely with internal teams (Support, Engineering, Product) to drive efficient issue resolution. Contribute to improving knowledge base articles, FAQs, and internal SOP documentation. Ensure compliance with support SLAs and quality standards.
Requirements:

Must-Have:

1-3 years of experience in customer or technical support (IT / SaaS / Helpdesk / Service Desk preferred). Proficiency in English and [Mandarin / Japanese / Korean] (both written and spoken). Strong communication, active listening, and problem-solving skills. Ability to handle multiple cases and prioritize under minimal supervision. Customer-centric mindset with attention to detail and service quality
Trainable / Good-to-Have:

Basic understanding of IT systems, software applications, or support environments. Exposure to ticketing tools (e.g., ServiceNow, Jira, Zendesk) or CRM systems. Basic knowledge or curiosity about Identity and Access Management (IAM) concepts (provisioning, authentication, SSO, MFA, etc.). Willingness to learn IAM fundamentals and product-specific SOPs through internal training.
Job Types: Full-time, Permanent

Pay: From RM7,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person