Senior Technical Support Engineer

Skip to main contentBack to all jobsSenior Technical Support EngineerRemote Malaysia - Kuala Lumpur, Remote - Australia, Remote ThailandFull-timePermanent employeeApply for this jobYour profileWe’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues.In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution.This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe.This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale. What You'll Do Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrationsAnalyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causesUse browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issuesPerform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysisServe as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussionsCommunicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insightsCreate structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolutionMake prioritization and escalation decisions independently during regional business hoursIdentify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and ProductContribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale What You'll Need A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.The Ideal Candidate:6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)Enjoys debugging complex issuesCommunicates clearly with both technical and non-technical stakeholdersTakes ownership of problems until resolutionDetail-oriented and methodical when analysing systemsCore Technical Skills:Ability to troubleshoot complex software systemsWorking knowledge of SQLExperience investigating issues using data and database queriesFamiliarity with browser developer tools (DevTools, Network tab)Ability to inspect request/response data (e.g., JSON payloads)Structured problem-solving and root cause analysisBonus Points ForExperience supporting SaaS or enterprise softwareFamiliarity with application logs and debugging workflowsExperience working with ticketing systems and customer-facing technical supportExposure to relational database schemas and...