People Matter

Lead Support Engineer

Ayasdi

Ayasdi

Administration, Customer Service
Kuala Lumpur, Malaysia
Posted on Monday, July 8, 2024
Introduction

A role of Lead Application Support Engineer exists in the Global Customer Support organization of a major multinational company. We are looking for an experienced Lead Application Support Engineer to oversee and manage our application support team. In this role, you will be reporting to the Regional Support Manager, responsible for providing technical leadership, gain an understanding of the product architecture, and ensuring that a high quality service is delivered to customers with adherence to strict SLA’s.


Job Description

Role Responsibilities

  • Responsible for the provision of third level technical support for our customers
  • Investigation and diagnosis of technical issues raised by customers on our product NetReveal
  • Liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner
  • Log, track and update tickets in our issue tracking system
  • Maintain and manage/support test environments for problem replication
  • Work with Product Engineering and Project teams to liase and identify solution to problems that are out of scope for the support team
  • Work closely with key customers to provide a premium level of support and ensure a high level of customer satisfaction
  • Act as the subject matter expert and go-to person for complex issues
  • Coach and guide all Team Members to meet their objectives
  • Prepare test cases, release notes, and test releases
  • Participate and own where assigned the knowledge transfer from the project to support team
  • Able to cover some Public holidays to ensure that we have adequate support for our customers
  • Able to cover for weekend support once in a quarter
  • Be a significant contributor to our knowledge base/FAQ
  • Provide feedback on the product and make suggestions for improvement
  • Contribute ideas toward process improvements to improve the customer experience
  • Other support duties as determined from time to time by your manager

Essential Knowledge and Skills

  • Minimum of 7 years working experience and with a minimum of 3 years of experience working as a support lead in a technical support environment (Level 3 support)
  • Bachelor’s Degree or equivalent relevant experience
  • Proven experience in a senior-level application support role
  • Strong leadership and team management skills
  • Effective communication and interpersonal skills

Desirable Knowledge and Skills

  • Experience working with customers in the financial services industry.
  • Ability to juggle conflicting priorities and demands on time.
  • Ability to be able to manage customer expectations.
  • Be able to self-manage and work autonomously.
  • Excellent communication skills in English (oral and written)
  • Strong analytical skills and experience in resolving challenging technical support issues.
  • Strong organizational skills

Technology

  • Hands on experience on supporting JAVA applications
  • Solid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache Kafka
  • Experience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, is an advantage.
  • Hands on experience in performance tuning - Heap configuration, Thread dump analysis, Deap dump analysis
  • Hands on experience in collect & Analysing AWR report for tuning & performance improvement
  • Database (e.g., one of Oracle, DB2, SQL Server, Postgre SQL)
  • Unix/Linux.
  • MQ Series.