Associate, Customer Support Engineer

📍 Job Overview

• Job Title: Associate, Customer Support Engineer
• Company: ServiceRocket
• Location: Kuala Lumpur, Malaysia
• Job Type: Full-time
• Category: Customer Support & Success
• Date Posted: 2025-06-23
• Experience Level: Entry-level to Mid-level (0-2 years)

🚀 Role Summary

• Customer-centric role responsible for assisting, diagnosing, and troubleshooting technical issues for customers.
• Hybrid-support environment with opportunities to learn cutting-edge technologies and engage in new customer support onboarding.
• Career growth potential within the organization, building towards complex level product support.

📝 Enhancement Note: This role is ideal for individuals seeking to kickstart their career in customer support with a focus on technical troubleshooting and problem-solving.

💻 Primary Responsibilities

• Work with global team members to delight customers and ensure they have a great experience.
• Communicate efficiently with customers and peers to resolve issues and meet SLA requirements.
• Troubleshoot and resolve simple to mid-complex technical problems, aiming to prevent future issues.
• Collaborate with Solution Architect and Customer Solutions teams to enable successful customer milestones.
• Perform application upgrades, performance optimisation, and custom plugin development as needed.
• Become an encyclopaedia of knowledge about relevant software applications and best practices.
• Champion learning, documentation, and knowledge sharing with others.
• Work on shift, public holidays, and weekends as required, with compensation considerations.

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and a customer-focused mindset to thrive in a dynamic, global team environment.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in a relevant field, or equivalent work experience.

Experience: 1-2 years of related experience in customer support, technical troubleshooting, or a similar role.

Required Skills:

• Strong data analysis, critical thinking, and problem-solving skills
• SQL and Java application troubleshooting skills
• Strong communication skills in English, both written and verbal
• Ability to work independently and with others
• Exhibit a growth mindset and passion for continuous learning

Nice to Have:

• Experience with Atlassian applications (e.g., Jira/Confluence)
• Experience with Linux Administration
• Cloud Computing skills (e.g., AWS, GCP, MS Azure)
• Atlassian Certification and/or accreditation

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: RM 3,500 - RM 5,000 per month (Malaysian Ringgit) based on experience and qualifications. This range is inclusive of a fixed allowance and excludes bonuses and stock options.

Benefits:

• Share the fruit program: profit-sharing scheme
• Stock options: opportunity to participate in the ownership of the company
• Health insurance: support for employee and family well-being
• Retirement plan/funds saving: diverse plans depending on location
• Career pathways program: opportunities for horizontal, vertical, or any-way growth
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate employee story, family, and culture

Working Hours: 40 hours per week, with shift work, public holiday, and weekend work as required, with compensation considerations.

📝 Enhancement Note: The salary range provided is a rough estimate based on industry standards for entry-level to mid-level customer support roles in Kuala Lumpur, Malaysia. Actual compensation may vary based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Global tech-enabled services, with a focus on customer support and managed services.

Company Size: Medium-sized company with approximately 200-500 employees worldwide.

Founded: 2002, with over 20 years of experience in the tech services industry.

Team Structure:

• Global team members working collaboratively across different time zones
• Hybrid-support environment with opportunities to learn from diverse technologies and teams
• Strong focus on customer-centricity, continuous learning, and knowledge sharing

Development Methodology:

• Agile/Scrum methodologies for project management and delivery
• Regular team meetings and stand-ups to ensure alignment and progress
• Collaborative approach to problem-solving and decision-making

Company Website: ServiceRocket

📝 Enhancement Note: ServiceRocket's culture is built around collaboration, continuous learning, and customer-centricity, providing an ideal environment for entry-level to mid-level customer support professionals seeking to grow and develop their skills.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to Mid-level - This role offers an opportunity to build a career in customer support, focusing on technical troubleshooting and problem-solving.

Reporting Structure: The Associate, Customer Support Engineer will report to the Customer Support Manager and work closely with global team members, Solution Architect, and Customer Solutions teams.

Technical Impact: This role has a direct impact on customer satisfaction and experience, contributing to ServiceRocket's overall customer support and managed services offerings.

Growth Opportunities:

• Develop expertise in specific technologies and applications, becoming a go-to resource for technical troubleshooting and support
• Progress to more complex customer support roles, such as Senior Customer Support Engineer or Technical Support Engineer
• Explore opportunities in other areas of the business, such as Solution Architecture, Customer Solutions, or Project Management

📝 Enhancement Note: ServiceRocket's career pathways program offers numerous opportunities for growth and development, both within the customer support function and across the broader organization.

🌐 Work Environment

Office Type: Hybrid work environment with a mix of on-site and remote work arrangements.

Office Location(s): Kuala Lumpur, Malaysia

Workspace Context:

• Collaborative workspace with global team members working across different time zones
• Access to relevant tools and technologies for troubleshooting and problem-solving
• Opportunities for knowledge sharing, learning, and development through team interactions and collaborations

Work Schedule: Shift work, public holiday, and weekend work as required, with compensation considerations. The work schedule may rotate on a monthly basis.

📝 Enhancement Note: ServiceRocket's hybrid work environment fosters collaboration and knowledge sharing, providing an ideal setting for entry-level to mid-level customer support professionals to grow and develop their skills.

📄 Application & Technical Interview Process

Interview Process:

1. Initial screening with a Talent Acquisition member to assess fit and answer questions
2. Technical assessment or case study to evaluate problem-solving skills and customer support aptitude
3. Cultural fit interview with the hiring team and executive of the area to assess alignment with ServiceRocket's values and culture
4. Final evaluation and decision-making

Portfolio Review Tips: (N/A - Not Applicable for this role)

Technical Challenge Preparation:

• Brush up on SQL and Java application troubleshooting skills
• Familiarize yourself with ServiceRocket's customer support processes and methodologies
• Prepare examples of your problem-solving skills and customer support experiences

ATS Keywords: Customer Support, Technical Troubleshooting, Problem Solving, Data Analysis, SQL, Java, Communication, Collaboration, Hybrid Work Environment, Shift Work, Public Holidays, Weekends, Customer-centric, Continuous Learning, Knowledge Sharing, Global Team, Agile/Scrum Methodologies

📝 Enhancement Note: ServiceRocket's interview process is designed to assess both technical skills and cultural fit, ensuring that candidates align with the company's values and customer-centric approach.

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric: Focus on delivering exceptional customer experiences and resolving technical issues efficiently
• Collaborative: Work effectively with global team members to ensure customer satisfaction and success
• Continuous learning: Stay up-to-date with relevant technologies, applications, and best practices to improve customer support skills
• Problem-solving: Demonstrate strong problem-solving skills and a customer-focused mindset to resolve technical issues
• Knowledge sharing: Contribute to the collective knowledge base by documenting solutions, sharing insights, and supporting team members

Collaboration Style:

• Cross-functional integration: Work closely with Solution Architect and Customer Solutions teams to enable successful customer milestones and ensure customer satisfaction
• Code review culture: Collaborate with team members to review and improve troubleshooting processes, documentation, and customer support practices
• Knowledge sharing: Encourage a culture of learning, documentation, and knowledge sharing to enhance customer support skills and expertise

📝 Enhancement Note: ServiceRocket's customer support values and collaboration style foster a customer-centric, learning-focused, and team-oriented work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting and resolving complex technical issues across various applications and technologies
• Keeping up-to-date with emerging technologies, applications, and best practices in a dynamic, global team environment
• Balancing customer support responsibilities with on-call and shift work requirements

Learning & Development Opportunities:

• Develop expertise in specific technologies, applications, and customer support methodologies
• Explore opportunities for career progression within the customer support function or across other areas of the business
• Contribute to ServiceRocket's collective knowledge base by documenting solutions, sharing insights, and supporting team members

📝 Enhancement Note: ServiceRocket's technical challenges and learning opportunities provide a solid foundation for entry-level to mid-level customer support professionals to grow and develop their skills in a dynamic, global team environment.

💡 Interview Preparation

Technical Questions:

• Describe a complex technical issue you've faced and how you resolved it, demonstrating your problem-solving skills and customer support mindset
• Explain your approach to learning new technologies and applications, highlighting your continuous learning and adaptability
• How do you prioritize and manage multiple customer support tickets or issues simultaneously, ensuring customer satisfaction and success?

Company & Culture Questions:

• How do you ensure a positive customer experience when facing technical challenges or setbacks?
• Describe a time when you went above and beyond to support a customer or team member, demonstrating your customer-centric and collaborative mindset
• How do you stay up-to-date with emerging technologies, applications, and best practices in the customer support industry?

Portfolio Presentation Strategy: (N/A - Not Applicable for this role)

📝 Enhancement Note: ServiceRocket's interview preparation focuses on assessing technical skills, customer support aptitude, and cultural fit, ensuring that candidates align with the company's values and customer-centric approach.

📌 Application Steps

To apply for this Associate, Customer Support Engineer position:

1. Submit your application through the ServiceRocket careers page.
2. Prepare for the technical assessment or case study by brushing up on your SQL and Java application troubleshooting skills and familiarizing yourself with ServiceRocket's customer support processes and methodologies.
3. Research ServiceRocket's company culture, values, and customer-centric approach to ensure a strong cultural fit.
4. Prepare examples of your problem-solving skills and customer support experiences to demonstrate your aptitude for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with ServiceRocket before making application decisions.