Role: Big Data Support Engineer

Job Title : Big Data Support Engineer

Location: Malaysia

Department: Support

Reports to: Head of Support

We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes.

The ideal candidate will have a strong understanding of Tookitaki's product and tech stack, the ability to triage issues effectively, excellent client management skills, and fluency in English. Knowledge of Cantonese is a plus.

Key Responsibilities:

Client Support Management

Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
Provide technical support for Tookitaki's CaaS and on-premise clients post-implementation, ensuring issues are resolved within SLA timelines.
Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.

Collaboration and Escalation

Collaborate with Tookitaki?s Product Engineering and Infrastructure teams to escalate unresolved issues, secure workarounds, or deliver fixes for P1 to P4 tickets.
Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.

Technical Expertise and Triage

Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc).

Client Management and Communication

Build and maintain strong relationships with clients, demonstrating excellent communication skills and a customer-first approach.
Clearly explain technical resolutions to non-technical stakeholders, ensuring transparency and trust.

Continuous Improvement and Documentation

Maintain thorough documentation of all support tickets, including actions taken and lessons learned, in the Freshworks platform.
Proactively suggest process improvements to enhance support efficiency and client satisfaction.

Rotational Shifts and Availability

Participate in rotational shifts and ensure availability during defined upgrade windows (e.g., second and fourth Saturdays) to support both infra-wide updates and tenant-specific changes.
Ensure 24/7 availability as part of the team?s support structure for critical escalations.

Qualifications & Skills

Technical Expertise

Experience using support ticketing systems like Freshworks or similar platforms.
Familiarity with AWS infrastructure and Big Data technologies Hive, ElasticSearch, Kubernetes, etc).
Basic knowledge of networking concepts and troubleshooting tools is advantageous.

Client Management and Communication

Fluent in Mandarin (spoken and written); Cantonese proficiency is a plus.
Exceptional client management skills with the ability to handle escalations calmly and professionally.
Proven experience in stakeholder communication, with the ability to explain technical solutions to non-technical audiences.

Problem Solving and Adaptability

Strong analytical and troubleshooting skills with a proactive approach to problem resolution.
Ability to handle complex and dynamic scenarios effectively, prioritizing tasks based on urgency and impact.

Process Adherence

Understanding of SLAs and experience managing tickets within defined SLA timelines.
Commitment to following SOPs and ensuring that support practices align with Tookitaki's high standards.

Experience

2 to 4 years of experience in technical support or a related field, ideally within the financial services, RegTech, or SaaS domains.
Hands-on experience supporting on-premise and cloud-hosted environments is highly desirable.

Key attributes to success

Product Mindset: Develop a deep understanding of Tookitaki?s product capabilities and align support solutions accordingly.
Technical Curiosity: Eager to learn and stay updated on Tookitaki?s tech stack and evolving client needs.
Ownership: Take responsibility for client issues, ensuring seamless resolutions and maintaining client trust.
Team Collaboration: Work effectively with internal teams (Product, Engineering, Infrastructure) to deliver high-quality support.
Adaptability: Thrive in a fast-paced environment with dynamic challenges and changing priorities.

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