Customer Success /Field Service Engineering

• Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalate them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Performs system upgrades at customer premises during post go live period (ramp up/grace period)
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts analysis with guidance of a Customer Success Engineer 2

Profile description:

Technical Skills  

• Basic hands-on experience with Linux (Red Hat or Oracle Linux) and Windows 11/Windows Server environments.  
• Strong troubleshooting skills across applications, operating systems, infrastructure, and hardware.  
• Familiarity with Oracle or other relational databases, including basic SQL knowledge.  
• Basic understanding of virtualization platforms such as VMware or Hyper-V.  
• Basic networking knowledge, including TCP/IP, VLANs, routing, and network devices such as FortiGate and Cisco.  
• Knowledge of PowerShell, Ansible, JavaScript, or SQL scripting is an advantage. 

Looking For 

• Diploma or bachelor degree in computer science, Information Technology, Engineering, or a related field.  
• 2 to 3 years of experience in Technical Support, Customer Support, Service Desk, Field Service, or L1/L2 Support roles.  
• Experience handling customer incidents, service requests, and support tickets in accordance with SLA requirements.  
• Strong analytical, troubleshooting, and problem-solving skills. And good communication and interpersonal skills 
• Ability to work independently, manage multiple priorities, and collaborate effectively within a team.  
• Experience supporting government or public sector customers is an advantage. 
• Proficiency in Bahasa Malaysia and English, both spoken and written. 
• Willingness to travel to customer sites when required.  
• Valid driving licence and own transportation preferred.