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Marble Surface

Support Engineer

Sunway GEO Avenue, Jalan Lagoon Selatan, Bandar Sunway, Subang Jaya, Selangor, Malaysia


MYR 5,500

About the Role

Job Overview

We are looking for a dedicated and customer-focused Support Engineer to join our team. As a Support Engineer, you will be responsible for providing technical support to our customers, addressing their inquiries, troubleshooting issues, and ensuring a seamless experience with our products or services. Your expertise will play a crucial role in maintaining customer satisfaction and fostering long-term relationships with our clients.

Responsibilities and Duties

▪ Respond to customer inquiries and technical issues promptly and professionally.

▪ Diagnose and troubleshoot software and hardware problems reported by customers.

▪ Guide customers through step-by-step solutions and provide clear instructions.

▪ Escalate complex technical issues to the appropriate internal teams for resolution.

▪ Collaborate with cross-functional teams to address customer needs and concerns effectively.

▪ Document support tickets, resolutions, and customer interactions accurately.

▪ Provide regular updates and follow-ups to customers on the status of their inquiries.

▪ Identify patterns in customer issues and proactively work towards improving product usability.

▪ Assist in creating and updating knowledge base articles and support documentation.

▪ Stay updated with the latest product features, updates, and technical knowledge.


▪ Bachelor's degree in Computer Science, Information Technology, or a related field.

▪ Proven experience as a Support Engineer or in a similar technical support role.

▪ Strong knowledge of software and hardware troubleshooting principles.

▪ Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

▪ Patience and empathy to handle customer inquiries and issues professionally.

▪ Proven ability to work independently and as part of a team.

▪ Detail-oriented with excellent problem-solving and analytical skills.

▪ Familiarity with ticketing systems and customer support tools is advantageous.

▪ Knowledge of networking concepts and technologies is a plus.

▪ Willingness to work flexible hours and occasional weekends to support customers in different time zones.

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