Insiderone24mo ago

Software Support Specialist - Malaysia

Malaysia·Kuala LumpurFull-Timemid

OtherSoftware Support Specialist

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Quick Summary

Overview

First things first: What is this role about? You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon.

Technical Tools

customer-successsaas

First things first: What is this role about?

You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we’re a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word “diversity” very seriously. But that’s exactly why we think that nothing says more than the real experience. We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us

play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,

become an excellent communicator while mastering problem-solving skills,

work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,

troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,

contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,

meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.

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

Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.

Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.

Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.