Software Engineer Customer Support

Overview

Software Engineer Customer Support provides frontline technical support for customer issues, focusing on rapid triage, issue resolution, and smooth escalation when deeper investigation is needed.

What you'll do

• Perform rapid triage and resolve known or complex customer issues.
• Communicate clearly and consistently with customers, including status updates.
• Identify when issues need escalation and help ensure smooth handoff for deep investigation.
• Execute support processes independently to meet customer SLAs with minimal guidance.
• Proactively identify issues early and escalate them to technical and customer-facing management.
• Analyze recurring issues to find patterns and suggest improvements to reduce repeat issues.

What you'll need

• 3+ years of experience with a BS degree, or 1+ years with an MS degree (or equivalent industry experience).
• Strong understanding of Java/JVM internals, multithreading, and memory management.
• Hands-on experience troubleshooting production issues in Linux environments.
• Familiarity with Docker and Kubernetes basics.
• Experience analyzing thread dumps, heap dumps, and GC logs.
• Ability to communicate effectively with technical and non-technical stakeholders.

Details

• Location: Malaysia (Remote).
• Employment type: permanent salaried full-time employee role.