Job Description

We are seeking an experienced

Technical Support Specialist (L2)

with strong expertise in digital media, troubleshooting, and customer support. As a key member of our global technical support team, you will be responsible for resolving complex issues, mentoring L1 specialists, and ensuring that files and media are processed to the highest quality standards within agreed SLAs. This role requires both strong technical skills and the ability to work effectively with customers, cross-functional teams, and stakeholders in a fast-paced environment.

Key Responsibilities

Customer & Technical Support

Keep customer satisfaction at the forefront, advocating for their needs at all times. Provide technical support through email, phone, chat, forums, and social media. Troubleshoot and resolve complex platform/system issues; escalate to higher levels where necessary. Mentor and support L1 Technical Support Specialists to improve their understanding of complex configurations. Update and maintain the knowledge base for future reference.

Operational Excellence

Ensure files meet quality specifications and are ingested within SLA. Monitor and track TVC distribution to meet client deadlines. Conduct thorough end-to-end testing for TV/Broadcast products and report issues to IT & Business Solutions teams. Manage and process client orders, including resends and additional service charges. Collaborate with Traffic to prioritise tasks to meet SLA and customer requirements. Perform technical tasks such as FTP and nVerge administration, transcoding, QC, and digital file review.

Collaboration & Reporting

Communicate effectively with other departments, keeping stakeholders and management updated. Document client issues and respond within agreed timelines. Prepare accurate quotes, ensuring compliance with pricing policies and discount structures.

Requirements

Specialist Knowledge & Experience

Proven experience in a technical support or related role. Strong troubleshooting skills with experience in software testing and correction. Ability to perform consistently under pressure. Strong knowledge/skills in at least 4 of the following: No-SQL (Mongo) Linux/UNIX systems JSON and XML syntax RESTful API GIT (understanding/work experience) Basic scripting and programming (XML, JavaScript, Bash)

Desirable Knowledge/Skills

Jenkins (job development) AWS CloudWatch or MS Azure Confluence apps (Connect, Jira) Message Broker systems (AMQ) Workflow solutions ITIL Certification Graphics and video editing software Packet analyser programs

Education & Certification

Bachelor's degree in IT, Computer Science, or a related field, or equivalent professional certification. ITIL Certification (advantage).

People Skills

Strong team player with ability to work across remote and international teams. Highly organised, detail-oriented, and process-driven. Self-motivated with the ability to work independently and manage priorities. Excellent communication skills in written and spoken English (additional languages an advantage). Strong relationship-building and problem-solving skills with a positive, can-do attitude. Willingness to work flexible hours, including occasional shifts outside standard working hours.
Job Type: Full-time

Pay: RM4,500.00 - RM8,500.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Professional development
Work Location: In person