Job Description

We are seeking a Senior Solution Support Engineer to lead our client-facing support function for data engineering and analytics solutions. The role is responsible for ensuring seamless post-project support, managing escalations, and maintaining service excellence across a range of enterprise technologies.

Key Responsibilities:

Lead the IT support team responsible for handling client support after project delivery. Act as the primary escalation point for client-raised support tickets, ensuring timely resolution and strict SLA compliance. Coordinate troubleshooting, root cause analysis (RCA), and permanent fixes for client-reported issues in collaboration with technical teams. Monitor ticket trends and recurring issues, and proactively propose preventive measures and continuous service improvements. Maintain clear, consistent communication with client stakeholders on ticket status, resolution progress, and service performance. Ensure smooth transition and handover from project delivery teams to support teams for new clients. Provide technical support and operational guidance across data engineering and analytics platforms, including Cloudera, Snowflake, Talend, Tableau, Power BI, RapidMiner, and other related technologies. Document best practices, solutions, and lessons learned to enhance knowledge sharing within the team.
Requirements:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). Minimum 3 years of experience in IT/system/solution support. Strong technical expertise in data engineering and analytics ecosystems (Cloudera, Snowflake, Talend, Tableau, Power BI, RapidMiner). Proven ability to lead technical teams, manage escalations, and enforce SLA compliance. Strong analytical and troubleshooting skills with experience conducting RCA and implementing permanent fixes. Excellent communication skills with the ability to engage both technical and business stakeholders. Organized, proactive, and capable of managing multiple client priorities in high-pressure environments.

Skills & Competencies

Professional certifications in relevant platforms (e.g., Snowflake, Tableau, Talend, AWS, Azure, ITIL). Experience working in shared services or multi-client environments. Strong technical knowledge of Linux commands, infrastructure, networks, cloud, and support operations. Experience in ticketing systems, ITIL processes, and SLA-based environments. Excellent problem-solving, decision-making, and people leadership skills. Strong communication and client-handling abilities.
Job Type: Full-time

Pay: From RM6,000.00 per month

Benefits:

Additional leave Flexible schedule Health insurance Opportunities for promotion Professional development Work from home
Application Question(s):

Are you Malaysian citizen? What is your expected monthly salary (in MYR)? How many month(s) is your notice period?
Work Location: In person