Job Closed
This listing is no longer active.
Worldsensing is a global IoT pioneer and a critical and civil infrastructure monitoring expert.
Senior Technical Support Engineer
Location
Malaysia
Posted
143 days ago
Salary
0
Seniority
Senior
Job Description
Senior Technical Support Engineer
Worldsensing
• Providing first-line technical support (through the support platform and remote connection if required) • Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required • Working continuously on a task until completion including escalations and development requests • Responding within agreed time limits to call-outs • Prioritizing and managing many open cases at one time • Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material • Constantly improve your performance, meeting the goals assigned by the company and the manager of the department • Guide customers through the CMT Cloud deployment and configuration process • Onboarding and training partners and customers when required • Keep updated on Worldsensing products and solutions • Coordinate the technical services purchased by the customer • Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations) • Taking part in new developments and helping the Product team when required • Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required
Job Requirements
- 10+ years of work experience in technical field support roles that require frequent interaction with customers, with products that include hardware, software, and networking
- Knowledge of computer networking
- Knowledge of server administration and Linux / Windows
- Practical knowledge of web-based APIs and front-end web-based technologies (HTML, CSS, Javascript, ...)
- Knowledge of script programming
- A technical degree preferably in Computer Science, Telecom, or Electronics is a plus
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work well in a team
- Problem-solving skills
- A strong customer focus
- The ability to prioritize your workload
- Attention to detail
- Strong language skills in English
- Experience in similar positions will be considered
- Willingness to travel
Benefits
- Competitive salary and benefits package
- Opportunity for professional growth and development
- Great work environment: we are a passionate, tight-knit team hailing from 20+ countries
- We are a family-friendly company and support a healthy work-life balance, we’re outcome oriented
- Work-from-home policy (flexibility)
- We like grabbing lunch or a drink together, and coming together for fun events organized by Worldsensing
- We love to learn and we love to share so you will actively participate in our knowledge sharing initiatives or transversal committees (communities, show and tell, etc.)
- Opportunity to work for a global IoT player which has been labeled as one of the organizations actively shaping and pioneering the Industrial Internet
- Hybrid working environment
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Utilize support tools to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Become a product expert and develop creative solutions and workflows that best meet customer needs. • Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes. • Champion customer needs by sharing feedback and concerns with internal stakeholders.
- Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations. - Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy. - Ensure SLA adherence and consistent response quality across active conversations. - Identify patterns in support issues and proactively recommend solutions. **Support Leadership & Enablement** - Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards. - Review tickets for accuracy, tone, and technical correctness. - Assist with onboarding and ramping new support hires. - Contribute to and refine support macros, workflows, and automations in Intercom. **Technical Troubleshooting** - Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection. - Clearly document bugs, edge cases, and reproduction steps for Engineering. - Partner with Product and QA to validate fixes and communicate resolutions back to users. **Documentation & Process Improvement** - Own and improve internal and external documentation using Notion and Intercom Articles. - Identify gaps in onboarding, help content, and self-service resources. - Help scale support operations by improving workflows, tagging, reporting, and escalation paths. What Success Looks Like - Own and scale technical support operations, including escalations, workflow optimization, and Intercom efficiency. - Improve documentation, onboarding flows, and self-service resources to reduce repeat issues. - Act as a strong technical liaison between Support, QA, and Engineering to improve issue resolution and product feedback loops.
Technical Support Engineer II – eSign
DocusignFounded in 2003, Docusign is an electronic signature and transaction management firm with over 1 million customers and billions of users across the globe. Docus
• Provide outstanding technical support for Docusign eSignature (eSign) and associated services • Handle incoming support channels to troubleshoot customer inquiries, including but not limited to sending, signing, digital signatures, templates, bulk sending, use of the Docusign eSignature web application • Use broad technical product expertise within eSignature areas to help customers increase adoption • Use support tools and resources vital to solving the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling • Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs • Handle escalated cases from internal channels to resolve issues customers face when using Docusign products • Provide support for internal peers for inquiries on product knowledge and engagement paths • Meet and exceed Docusign Customer Support service level goals for areas of eSign expertise
• Own and manage incoming customer support tickets end-to-end • Investigate, troubleshoot, and resolve issues with a focus on first-level resolution • Prioritize tickets based on severity, impact, and SLAs • Develop deep product knowledge to support customers effectively • Troubleshoot issues including: detection models, alerts, and case management workflows • Document findings and escalate issues to Engineering when needed • Help improve support processes as the APAC customer base scales
