Job Summary We are seeking a highly skilled and customer-focused Senior Technical Support Executive to deliver advanced technical assistance and ensure efficient resolution of client issues. This role requires strong problem-solving abilities, hands-on expertise with SQL, and the capability to work collaboratively with cross-functional teams to provide outstanding customer support and enhance overall service delivery. Key Responsibilities Serve as the primary escalation point for complex technical issues reported by clients or internal teams. Provide advanced troubleshooting and resolution for software, systems, and application-related problems. Perform SQL queries, data analysis, and database troubleshooting to resolve client issues effectively. Mentor and guide junior support staff, ensuring compliance with support processes and best practices. Collaborate with development and product teams to identify recurring issues and recommend improvements. Document technical solutions, FAQs, and prepare knowledge base articles for both internal teams and clients. Ensure proactive and timely communication with clients until full issue resolution. Monitor system performance and identify potential risks or issues before they escalate. Contribute to training programs, process improvements, and customer success initiatives. Requirements & Qualifications Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience). Minimum 3-5 years of technical support experience , with at least 2 years in a senior or escalation-level role. Strong hands-on expertise with SQL (queries, stored procedures, performance tuning, troubleshooting). Familiarity with databases such as MySQL, MS SQL, or PostgreSQL. Proficiency in troubleshooting applications, APIs, integrations, and system environments. Excellent communication skills (verbal and written) with a customer-first approach. Ability to work independently, manage multiple priorities, and perform under pressure. Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk) is advantageous. Knowledge of scripting languages (Python, Shell, or PowerShell) is a plus. Key Competencies Strong problem-solving and analytical skills. Advanced technical expertise in SQL and system troubleshooting. Leadership and mentoring abilities. Excellent customer service orientation. Salary range of MYR 4000 - MYR 4500 Effective collaboration and cross-functional teamwork. Show more Show less