Senior Technical Support Engineer
CenoscoMalaysia56 years ago
supportFull-TimeSenior
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Job Title
Senior Technical Support Engineer
Company
Cenosco
Location
Malaysia
Job Type
Full-Time
Experience
Senior
technical-supportapplication-supportcustomer-supportsenior-technical-support-engineersaas-support
About This Role
your profile
We’re expanding our Support presence in APAC and looking for a highly experienced, autonomous Senior Technical Support Engineer to lead the regional front line for complex, high‑impact customer issues. You’ll own escalations end-to-end, act as a trusted technical authority for enterprise customers, and partner closely with our Product, Engineering, and DevOps teams in Europe.
This role is ideal for someone who thrives at the intersection of deep technical troubleshooting and thoughtful customer engagement, and who wants to help shape processes, tooling, and ways of working as we scale. You’ll be the sole Support presence in APAC, operating with confidence and judgment Prioritizing, deciding, communicating, and escalating without local peer validation.
This role is ideal for someone who thrives at the intersection of deep technical troubleshooting and thoughtful customer engagement, and who wants to help shape processes, tooling, and ways of working as we scale. You’ll be the sole Support presence in APAC, operating with confidence and judgment Prioritizing, deciding, communicating, and escalating without local peer validation.
What You'll Do
- Provide senior-level technical support for high-priority, high-impact issues from intake through resolution, including proactive expectation management in high-stakes situations
- Perform advanced troubleshooting across SaaS environments, integrations, and distributed systems; conduct root cause analysis and frame issues for Engineering with clarity and structure
- Serve as the go-to technical interface for customers in the region. Handle written communications and live calls, manage incidents, align on solutions, and build durable trust.
- Create reproducible bug reports; collaborate closely with Product, Engineering, and DevOps teams in Europe to drive timely fixes and long-term improvements
- Make confident decisions on prioritization, escalation strategy, and customer updates during APAC hours without immediate local peer support
- Identify recurring risks, systemic gaps, and process breaks; translate insights into concrete actions for Product and Support (documentation, tooling, automation, and process updates)
- Support rollout of tooling and processes (e.g., Zendesk implementation), release readiness
- ISO/compliance initiatives, and operational scaling efforts
- Provide regional coverage aligned with seniority and team schedules.
What You'll Need
- 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
- Advanced skills across SaaS, integrations, multi‑component/distributed systems; strong root cause analysis and problem framing
- Prior experience as an internal escalation point and mentoring or guiding other Support Engineers
- Proven ability to prioritize, decide, and operate autonomously during regional hours.
- Excellent English. Clear, confident, structured, and calm under pressure; adept at expectation management
- Demonstrated success partnering with Product/Engineering/DevOps to resolve defects and improve product quality
Why This Job Might Be a Good Fit
- Fully remote full-time position
- Senior support role at Cenosco
- Open to candidates in Malaysia
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Frequently Asked Questions
Is this position fully remote?
Yes, this role is listed as a remote position. You can work from anywhere within the specified location requirements.
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About Cenosco
Cenosco
Tags: technical-support, application-support, customer-support0 open positions
Quick Facts
Job TypeFull-Time
ExperienceSenior
LocationMalaysia
Categorysupport
Posted56 years ago