Enterprise Support Engineer

Services Kuala Lumpur, Malaysia

ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago and Kuala Lumpur, our products and services help clients accelerate alignment, reduce friction and connect with their teams, partners and customers.

Working at ServiceRocket is more than a job. Our five core values drive our actions and work environment. Our employees, the Rocketeers, fuel our success. But don't just take our word for it – Explore what it’s like to wear the rocket on your chest.

About the role

We are seeking a customer-centric Enterprise Support Engineer to join our fantastic team in Kuala Lumpur. You will be responsible in providing help and assistance to our Enterprise customers in using their tools and applications. Tasks may include installing and configuring these applications, diagnosing software faults, and fixing misconfigurations. Project based tasks might be required depending on customer needs, by joining this team you will be given the opportunity to learn on how to manage a project from end-to-end, to make our customers successful.

Key responsibilities

  • Shift work is required for KL (Morning 7am-4pm/Night 3pm-12am, on monthly rotation basis)
  • Flexible to work on Malaysia Public Holidays
  • Flexible to work on 1-2 weekend day(s) each month, on standby support or pre-scheduled weekend activities

You will work with other members of the Enterprise Support team to delight our customers. Responsibilities will include:

  • Work effectively with customers and partners to develop strong working relationships
  • Coordinate and communicate with the internal team and customers to perform the change management request
  • Support integration and collaboration implementations
  • Effectively manage issues and escalate appropriately where required
  • Participate in compliance and security-related activities
  • Participate in defining and improving support processes
  • Resolve issues raised within SLA with the aim of preventing future problems
  • Learn, document and share knowledge with others

Essential Skills, Knowledge and Experience

  • Bachelor’s Degree in Computer Science or equivalent
  • Strong written and verbal communication skills in English; ability to simplify and communicate sometimes complex concepts
  • Ability to make direct interaction with customers, host/join regular meetings and technical calls, complete a successful customer journey within the period of contract validity
  • Eager to take on new challenges
  • Good troubleshooting and problem-solving skills
  • A proactive approach and customer-centric mindset, ability to resolve customer queries in a friendly and helpful manner
  • Strong problem-solver and detail-oriented, ability to take a systematic approach to problem determination and issue resolution, hunting down the underlying issues
  • Extremely well-organized and detail-oriented
  • Strong multi-tasker, managing multiple customer issues at the same time

Knowledge in two or more of the following will be an advantage:

  • Jira or Confluence
  • Familiarity with any Linux distribution
  • Unix or Windows Server experience
  • Programming experience, preferably in Java or .Net
  • Java / Groovy script writing experience
  • Working knowledge with XML, HTML, CSS, JavaScript
  • RDBMS experience (Oracle, MySQL, PostgreSQL, SQL Server or similar)
  • Cloud computing with AWS, Azure or Google Cloud Platform (GCP)
***Only shortlisted candidates will be notified