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 Tookitakis 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 teams 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 Tookitakis product capabilities and align support solutions accordingly.
- Technical Curiosity: Eager to learn and stay updated on Tookitakis 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.
