companyZeal Group logo

Application Support Duty Engineer

Zeal GroupKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
On-site Full-time

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Experience Level

Experience

Qualifications

Requirements:Minimum of 3 years experience in a technical support role, familiar with tools such as Kibana, Grafana, PagerDuty, and Unix/Linux environments. Proficient in testing and debugging REST APIs, analyzing logs, and querying databases (PostgreSQL, MySQL, MariaDB). Basic knowledge of programming languages like Python, C#, or Java (not a developer role). Exceptional at prioritizing tasks and managing expectations while addressing immediate challenges. Ability to thrive in fast-paced environments and proactively identify areas for improvement. Experience managing multiple high-severity incidents simultaneously, with a preference for backgrounds in incident management. Willingness to work in 24/7 support shifts and handle incidents outside regular hours. Ability to collaborate effectively with global teams across engineering, implementation, customer support, and operations. Fluency in English and Mandarin is required.

About the job

Join our dynamic global team as an Application Support Duty Engineer at Zeal Group, where you will play a pivotal role in delivering exceptional support for ZEAL products. Your expertise will be critical in ensuring seamless assistance across various departments including Customer Service, Product, Engineering, and IT.

Key Responsibilities:

  • Develop comprehensive knowledge of ZEAL products and their functionalities, collaborating with cross-functional teams to enhance understanding.
  • Manage end-to-end incident and problem resolution processes.
  • Address inquiries through Jira support queues and provide Teams assistance for critical issues.
  • Work both independently and collaboratively to resolve user-reported issues in close consultation with engineering teams.
  • Ensure system availability and performance meet SLAs, assist with server-level upgrades, and participate in disaster recovery exercises.
  • Contribute insights, document knowledge, and analyze trends in user-reported issues to improve global team effectiveness.

About Zeal Group

At Zeal Group, we are committed to innovation and excellence in providing cutting-edge solutions. Our global team is dedicated to supporting our customers with top-tier service and expertise, ensuring our products deliver exceptional value.

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