Technical Support Specialist - Malaysia

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing—offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment.

Role Description

As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills.

Your primary responsibility will be to support seamless experiences for our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries, and leveraging your knowledge to help partners overcome technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners, taking their feedback, and sharing it with the Product team to improve processes and product offerings. Another important duty will be meeting important SLAs like response time and the lead time for issue resolutions.

What we expect from you?

• A university degree in Business, Marketing, Engineering, or related fields
• 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
• Strong communication skills in writing (English)
• High sense of responsibility and accountability
• Ability to provide timely responses and follow up systematically
• A natural problem solver with a positive attitude and love for helping others succeed
• Good debugging/troubleshooting skills
• Knowledge of HTML, CSS, or other programming languages is a plus

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

• Delicious and healthy lunches, dinners, and afternoon snacks. Plus coffee and tea handy!
• Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform.
• Space to share your skills through training and workshops.
• Paid Spotify account subscription.
• Work in an international, diverse, and inclusive environment.
• Be part of an industry that’s shaping the future of customer experiences.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.