About The Role

This role will be based in Kuala Lumpur, Malaysia.

As a Engineer, you'll join a global team dedicated to providing ZEAL Products with top-tier assistance. Your role is to ensure support across various departments, including key stakeholders Customer Service, Product, Engineering, IT and others. From answering general queries about system behavior to serving as the first responder during major incidents, your expertise will be invaluable.

Key Responsibilities

Gain in-depth knowledge of ZEAL products, their capabilities, and how ZEAL systems integrate with them. Collaborate with teams across ZEAL to build this understanding
Handle incident and problem management activities from start to end
Respond to and resolve inquiries via Jira support queues and, for critical issues, offer Teams assistance
Independently and collaboratively tackle user-reported problems, working closely with engineering teams
Maintain system availability and functionality in line with SLAs, assist with server-level upgrades and patches, and participate in disaster recovery exercises
Share insights, document knowledge, and track trends in user-reported issues to enable global team effectiveness

Requirements

Over 3 years in a technical support role, with familiarity in tools like Kibana, Grafana, PagerDuty, and Unix/Linux environments as well as general support
Proficient in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB)
Basic experience with programming languages like Python, C#, or Java (though not a developer role)
Excellent at prioritization and setting expectations while addressing immediate challenges
Thrive in fast-paced, reactive environments and proactively identifies areas for improvement
Experienced in managing multiple high-severity incidents simultaneously, with a background in incident management preferred
Open to 24/7 support shifts and handling incidents outside regular hours
Ready to collaborate with global teams across engineering, implementation, customer support, and operations
Work effectively with diverse colleagues in multiple time zones
Read, write and speak English and Mandarin fluently

Benefits

Life Insurance
Medical Coverage
Optical Coverage
Health & Fitness Subsidy
Long Service Rewards

Interview process:

First session with TA team - 30-minutes
First Interview with Hiring Manager - 1-hour
Final interview with Head of Dept - 45-mins

IT - Application Support Engineer (MANDARIN Speaking)