Kerja Sepenuh Masa, TECHNICAL SUPPORT ENGINEERS (L2) di Magicell Sdn. Bhd. Selangor - Maukerja

Technical Support Engineer, a Level 2 (L2) support role focuses on diagnosing, isolating, and resolving complex technical issues related to their Critical Event Management (CEM) platform.

Key Responsibilities

·        Incident Resolution: Isolate, diagnose, and reproduce complex technical issues escalated from L1, maintaining high uptime and performance of SaaS products.

·        Technical Investigation: Review record configurations, API integrations, and automation logic (triggers/workflows/templates) to resolve issues.

·        Customer Communication: Provide prompt, accurate feedback to customers, maintaining a professional and urgent tone.

·        Documentation: Maintain detailed records of all troubleshooting steps in a CRM/ticketing system and create articles for the public knowledge base.

·        Escalation Management: Liaise with engineering teams to provide detailed technical notes for unresolved or severe bugs.

Required Qualifications & Skills

·        Education: Degree in Computer Science, Engineering, Telecommunications, or equivalent experience.

·        Experience: 2–5 years of experience in a technical, customer-facing support role.

·        Technical Proficiencies:

-         Strong troubleshooting skills in SaaS environments.

-         Understanding of APIs and SSO (Single Sign-On) technology.

-         Knowledge of PC, networks, and web browsers.

-         Basic knowledge of relational databases and HTML.

·        Soft Skills: Ability to work in a team, prioritize tasks, and exercise independent judgment.

Preferred Qualifications

·        Experience with Linux/Unix production environments.

·        Familiarity with scripting languages such as Python or Bash.

·        Experience with monitoring systems like DataDog or SumoLogic.