Senior Technical Support Engineer

About the Role

The Customer Support department has an exciting opportunity for a Senior Technical Support Engineer to join IQGeo. The right candidate will be supporting IQGeo's end-to-end geospatial software solutions for our growing global customer base. This role joins a dynamic team that enjoys working with complex applications and products that utilize cloud platforms, GIS (Geographic Information System), engineering, and problem-solving skills.

The working hours for this position will be Monday to Friday 02:00am to 10:00am Malaysia time, working directly with our team in North America and facilitating a seamless handover to the team in the APAC region. Additionally, this position will require to work weekends once a month (Saturday and Sunday) to support our growing global customer base and 24/7 Support coverage.

Duties & Responsibilities

As an integral part of the IQGeo Customer Support Team, the successful candidate will be a key contributor in the team by supporting IQGeo products for our customers in the Utility and Telecommunications markets. The role is expected to be capable of working independently, and as a team member, and should have a working knowledge of software implementation methodologies and troubleshooting skills. The key responsibilities include the following:

• Problem-solving skills, providing consulting to clients based on current operational processes and their fit with IQGeo products.
• Excellent communicator, written and verbally.
• Support customers via multiple channels - phone, email, or case communication.
• Identify customer needs and help customers resolve issues or understand IQGeo product functionality.
• Finding solutions to often difficult or ambiguous problems.
• Follow up with customers to ensure their technical issues are resolved.
• Analyze and report product defects to the IQGeo Product Engineering Team.

Required Skills/Abilities

The successful candidate will be an enthusiastic, self-motivated individual with the ability to build and maintain strong relationships across departments, is someone who likes to collaborate and share knowledge, and has a strong technical background in general software delivery and support skills related to the following:

Essential skills:

• Excellent analytical and problem-solving skills, and diagnostic skills using logs and metrics
• Experience with cloud infrastructure (AWS/Azure/GCP) and S3 technologies
• Experience with REST APIs, HTTP debugging, and authentication protocols
• Working knowledge of Git and CI/CD pipelines such as Jenkins
• Strong experience with open-source software technologies (Apache, OpenLayers, QGIS)
• Experience with Kubernetes and Docker
• Experience with Linux System administration and bash scripting
• Experience with SQL and RDBMS technology (PostgreSQL)
• Knowledge of programming, scripting, or rules-based languages (JavaScript / Python)
• Experience with GIS systems of record, such as IQGeo, Esri, Smallworld, or QGIS.
• Fluent in both written and spoken English.

Desirable skills include:

• Experience with customer service desk systems, such as Jira Service Management
• Industry experience in either telecommunications, FTTH (Fiber To The Home), gas, or electric customers.
• Enterprise Integration, especially web services
• Collaboration systems, such as HubSpot, Jira Confluence or Microsoft SharePoint
• Mobile application support (iOS, Android, Windows)
• ETL (Extract, Transform, and Load) tools such as Safe Software's FME or GeoKettle

Education and Experience

• Degree in Computer Science, Engineering required or related field; or equivalent work experience is preferred.
• Minimum 5 years of comparable technology and industry experience.

Supervisory Responsibilities

None.

Flexibility & Work-Life Balance

IQGeo supports flexible working arrangements to help employees balance professional responsibilities and personal commitments.

Work Permits & Visas

Applicants must have the right to work in Malaysia. This role does not support those requiring visas or visa transfers.

Diversity & Inclusion

IQGeo values diverse perspectives and encourages applicants from all backgrounds to apply. We are committed to fostering an environment where everyone can contribute confidently and fully.

About IQGeo

IQGeo helps telecommunications and utility companies worldwide build better networks. Our award-winning geospatial software empowers more than 500 organizations to plan, design, build, and maintain the fiber and energy networks essential for a connected and sustainable future.

Headquartered in Cambridge, UK, with offices across North America, Europe, and Asia, IQGeo is a carbon-neutral software company addressing two of society's biggest challenges: universal broadband access and the transition to net zero. Join our global team and help shape the networks that power businesses, communities, and society for the long term.