Associate, Customer Support Engineer

G'day!

We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you?

1. A 20+ year tech services expert of many solutions and partnerships with industry giants.
2. Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
3. We have been certified as a best place to work for our US, Chile and Malaysian offices.
4. Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

We are seeking a customer-centric Customer Support Engineer to join our fantastic team in Kuala Lumpur. The Customer Support Engineer is responsible for assisting, diagnosing, troubleshooting and delivering effective solutions to customers for simple to mid-complex technical problems. You will have the opportunity to learn from different cutting-edge technologies and engage with new customer support onboarding within a hybrid-support environment. This role will also enable yourself to build towards complex level product support as part of career growth within the organisation.

What you’ll be doing

1. Work with the Manage Services team members globally to delight our customers.
2. Communicate efficiently with our customers and peers to ensure they have a great experience.
3. Unleash your troubleshooting power for issues resolution with the aim of preventing future problems.
4. Play a key part in complying with the SLA requirements in different tiers of support services.
5. Collaborate with our Solution Architect and Customer Solutions teams to enable successful milestones to our customers throughout the journey with ServiceRocket.
6. Perform application upgrades, performance optimisation, custom plug-in development, Pre-sales discovery, application implementations, and system improvements.
7. Become an encyclopaedia of knowledge about relevant software applications and best practices.
8. Champion the importance of learning, documenting, and sharing knowledge with others.
9. Ability to work on shift is required for Malaysia team (Morning 7am-4pm/Night 3pm-12am, on monthly rotation basis, with compensation considerations).
10. Flexible to work on Malaysia Public Holidays on rotation basis, with compensation considerations.
11. Flexible to work on 1-2 weekend day(s) each month, on full/standby support or pre-scheduled weekend activities on rotation basis, with compensation considerations.

What you’ll bring to the table

1. Requires a minimum of 1-2 years of related experience with a Bachelor’s degree or a Master’s degree; or equivalent work experience.
2. Strong data analysis, critical thinking and problem-solving skills.
3. Ability to work independently and with others.
4. SQL and Java Application troubleshooting as per required by specific client account.
5. Strong communication skills in English, both written and verbal.
6. Exhibit a growth mindset. Passion for continuous learning and exploring new technology.

Nice to have

1. Experience with Atlassian applications (eg. Jira/Confluence).
2. Experience with Linux Administration.
3. Cloud Computing skills (eg. AWS, GCP, MS Azure).
4. Atlassian Certification and/or accreditation.

*Only shortlisted candidates will be notified

Perks

1. Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
2. Stock options: you have the opportunity to participate in the ownership of the company.
3. Health insurance: we support you and your family–your well-being matters.
4. Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
5. Career pathways program: you can grow horizontally, vertically, or any way you want.
6. Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
7. Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT:Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email careers@servicerocket.com.