Software Application Support Engineer (EMEA Timezone)
- Kuala Lumpur
- Permanent
- Full-time
- Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
- Provide prompt and accurate feedback to customers.
- Effectively communicate complex technical issues to a broad range of customers and departments within Tungsten Automation, such as product management, software engineering, sales, and quality assurance.
- Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
- Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management.
- Use approved protocol to communicate with Development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem.
- Elevate hot fix requests to support managers for processing based on approved protocol.
- Participate in regular support team meetings.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Prepare test systems to replicate user issues.
- Experience in BPM process mapping
- Experience in MSSQL / Restapi / webservices
- Experience in cloud hosting services
- Window servers and operating system
- Windows operating environment such as MS Config / Json / XML Files
- A bachelor's degree in computer science, computer information systems or related experience
- A minimum of 5-8 years providing enterprise level technical support experience.
- Resourceful team player with strong interpersonal skills.
- Result-oriented with strong problem-solving skills.
- Strong written and verbal skills in the language of support for this position.
- Experience in BPM process mapping
- Experience in MSSQL / Restapi / webservices
- Experience in cloud hosting services
- Window servers and operating system
- Windows operating environment such as MS Config / Json / XML Files
- A bachelor's degree in computer science, computer information systems or related experience
- A minimum of 5-8 years providing enterprise level technical support experience.
- Resourceful team player with strong interpersonal skills.
- Result-oriented with strong problem-solving skills.
- Strong written and verbal skills in the language of support for this position.