📍 Job Overview

• Job Title: Senior Technical Support
• Company: Coda
• Location: Kuala Lumpur, Malaysia
• Job Type: Permanent
• Category: Customer Support & Services
• Date Posted: 2025-06-24
• Experience Level: 5-10 years
• Remote Status: On-site

🚀 Role Summary

• 📝 Enhancement Note: This role involves providing high-quality technical support for Coda's platform, requiring a strong technical background and excellent communication skills. The ideal candidate will have experience in technical support within the payments, e-commerce, fintech, or gaming sectors.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities revolve around ensuring the smooth operation of Coda's platform by providing exceptional technical support, monitoring platform health, and managing support cases.

• Platform Support: Provide high-quality technical support for Coda's platform to users, in-house developers, and global partners across various communication channels.

• Platform Monitoring: Monitor platform health and service availability using internal tools and dashboards; proactively identify and respond to anomalies, outages, and performance issues.

• Case Management: Assess, triage, and manage technical and functional inquiries from global stakeholders, ensuring clear communication and prompt resolution. Manage and prioritize multiple support cases concurrently, maintaining efficiency, accuracy, and SLA adherence.

• QA Testing: Assist internal and external stakeholders in QA testing to validate functionality and ensure system reliability and performance.

• Incident Management: Identify, investigate, and document incidents; escalate critical issues to the appropriate engineering or operations teams when needed. Take ownership of incident response processes, including detection, impact analysis, stakeholder communication, coordination of response teams, and post-incident reviews.

• Process Improvement: Contribute to continuously improving monitoring, alerting, and incident management processes to enhance system resilience and operational efficiency.

🎓 Skills & Qualifications

Education: A diploma or degree in Computer Science, Information Technology, or related certifications.

Experience: Minimum of 4 years of technical support experience, preferably within the payments, e-commerce, fintech, or gaming sectors.

Required Skills:

• Excellent written and verbal communication skills in English; proficiency in Chinese is a plus.
• Flexibility, adaptability to changes, and an intense urgency in addressing critical issues.
• Exceptional attention to detail, along with effective problem-solving and time-management skills.
• Basic understanding of programming languages and software development processes.
• Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution.

Preferred Skills:

• Experience with Coda's platform or similar e-commerce and payment systems.
• Knowledge of the gaming industry and its specific technical requirements.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not explicitly required. However, demonstrating problem-solving skills and technical expertise through past projects or case studies can be beneficial.

• Case Studies: Prepare case studies demonstrating your problem-solving skills, technical expertise, and ability to manage complex support cases.
• Technical Documentation: Document your approach to incident management, including detection, impact analysis, stakeholder communication, response coordination, and post-incident reviews.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Kuala Lumpur, Malaysia, is approximately RM 8,000 - RM 12,000 per month (USD 1,800 - USD 2,800) based on experience and market standards. This estimate is derived from Glassdoor and Payscale data, adjusted for cost of living.

Benefits:

• Wellness Boost: Resources for physical and mental well-being.
• Customized Benefits: Tailor your benefits with a flexible plan.
• Growth Opportunities: Unlock your potential through clear progression paths.
• Skill Development: Access training resources to fuel your personal and professional growth.
• Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
• Family Support: Take advantage of paid Family Care Leave to bond with your family, while selected Flexible Benefits cater to your family's needs.

Working Hours: The standard working hours are 40 hours per week, with flexibility to work shifts, including evenings, overnight hours, weekends, and public holidays as needed to provide 24/7 support.

🎯 Team & Company Context

🏢 Company Culture

• Industry: Coda operates in the e-commerce and payment processing industry, with a focus on global growth for its partners.
• Company Size: With over 400 employees, Coda offers a fast-paced, challenging, and highly collaborative environment that breaks down time zones and cultural barriers.
• Founded: Coda was founded in 2012 and is headquartered in Singapore.

Team Structure:

• The technical support team works closely with internal teams, including engineering, operations, and product, as well as external partners and users.
• The team is responsible for ensuring the smooth operation of Coda's platform and providing exceptional support to users and partners.

Development Methodology:

• Coda follows Agile methodologies for software development, with a focus on continuous improvement and iteration.
• The technical support team works closely with the development teams to ensure that user feedback and support insights are incorporated into the development process.

Company Website: Coda

📝 Enhancement Note: Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024). This recognition reflects the company's commitment to innovation and growth in the e-commerce and payment processing industry.

🌐 Work Environment

Office Type: Coda's office in Kuala Lumpur offers a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Kuala Lumpur, Malaysia

Workspace Context:

• The workspace is equipped with modern tools and technologies to support the team's technical support and monitoring activities.
• The team works in an open-plan office, encouraging collaboration and communication among team members.
• The office is located in a convenient location with easy access to public transportation and amenities.

Work Schedule: The work schedule is flexible, with shifts designed to provide 24/7 support to users and partners. This may include evenings, overnight hours, weekends, and public holidays.

📝 Enhancement Note: Coda offers a fast-paced, challenging, and highly collaborative environment that breaks down time zones and cultural barriers, empowering employees to chase innovative ideas and make a lasting impact.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief call to assess communication skills, technical background, and cultural fit.
2. Technical Assessment: A hands-on test to evaluate problem-solving skills, incident management, and platform understanding.
3. Behavioral Interview: A discussion focusing on past experiences, decision-making processes, and adaptability.
4. Final Interview: A meeting with the hiring manager to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

• Focus on case studies demonstrating your problem-solving skills, technical expertise, and ability to manage complex support cases.
• Highlight your approach to incident management, including detection, impact analysis, stakeholder communication, response coordination, and post-incident reviews.

Technical Challenge Preparation:

• Brush up on your understanding of Coda's platform and its features.
• Familiarize yourself with common technical support scenarios and troubleshooting techniques.
• Prepare for questions about incident management processes and best practices.

ATS Keywords: Technical Support, Incident Management, Problem Solving, Communication, Time Management, Monitoring Tools, ITSM Platforms, QA Testing, Programming Languages, Flexibility, Attention to Detail, E-commerce, Payment Processing, Gaming Industry

📝 Enhancement Note: To optimize your resume for this role, focus on relevant technical support experience, problem-solving skills, and incident management expertise. Include any experience with Coda's platform or similar e-commerce and payment systems, as well as knowledge of the gaming industry.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, a detailed technology stack is not explicitly required. However, familiarity with the following technologies can be beneficial:

• Platform: Coda's platform, including Custom Commerce, Codapay, Codashop, and Distribution.
• Monitoring Tools: Familiarity with monitoring tools and ITSM platforms for incident tracking and resolution, such as Nagios, Zabbix, or ServiceNow.
• Programming Languages: Basic understanding of programming languages relevant to Coda's platform, such as Java, Python, or JavaScript.
• Databases: Familiarity with databases used by Coda's platform, such as MySQL or MongoDB.

👥 Team Culture & Values

Web Development Values:

• 📝 Enhancement Note: Although this role is not focused on web development, the following values are relevant to the technical support team:
  • User-Centric: Prioritize user needs and ensure exceptional support and service quality.
  • Collaborative: Work closely with internal teams and external partners to resolve issues and improve platform performance.
  • Adaptable: Embrace change and continuously improve incident management processes and support strategies.
  • Technically Proficient: Maintain a strong technical background and stay up-to-date with industry trends and best practices.

Collaboration Style:

• The technical support team works closely with internal teams, including engineering, operations, and product, as well as external partners and users.
• The team follows Agile methodologies for incident management, with a focus on continuous improvement and iteration.
• The team encourages open communication, active listening, and knowledge sharing to ensure that everyone is aligned and working towards the same goals.

📝 Enhancement Note: Coda is an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. The company fosters an inclusive environment where everyone feels welcome and valued.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Platform Complexity: Coda's platform is complex and involves multiple components, requiring a strong understanding of the system and its various aspects.
• Global User Base: Providing support to a global user base can present unique challenges, including time zone differences, cultural nuances, and language barriers.
• High Volume of Inquiries: The technical support team must be able to manage a high volume of inquiries efficiently and effectively, ensuring that all users and partners receive the support they need.
• Emerging Technologies: Staying up-to-date with emerging technologies and their impact on Coda's platform can present both challenges and opportunities for growth.

Learning & Development Opportunities:

• Technical Skill Development: Enhance your technical skills by working on complex support cases and incident management scenarios.
• Leadership Development: Develop your leadership skills by mentoring junior team members and contributing to process improvement initiatives.
• Industry Knowledge: Expand your knowledge of the e-commerce and payment processing industry by working with a diverse range of partners and users.

📝 Enhancement Note: Coda offers a fast-paced, challenging, and highly collaborative environment that breaks down time zones and cultural barriers, empowering employees to chase innovative ideas and make a lasting impact. By embracing these challenges and growth opportunities, you can grow both personally and professionally within the company.

💡 Interview Preparation

Technical Questions:

• Platform Understanding: Demonstrate your understanding of Coda's platform, its features, and its unique challenges.
• Incident Management: Showcase your incident management skills, including detection, impact analysis, stakeholder communication, response coordination, and post-incident reviews.
• Problem-Solving: Present case studies or scenarios that highlight your problem-solving skills and ability to manage complex support cases.
• Industry Knowledge: Discuss your understanding of the e-commerce and payment processing industry, as well as any relevant experience with the gaming industry.

Company & Culture Questions:

• Company Culture: Explain what you understand about Coda's company culture and how you can contribute to its success.
• Team Dynamics: Describe your preferred working style and how you can collaborate effectively with the technical support team and other internal teams.
• Growth Opportunities: Discuss your long-term career goals and how you can grow both personally and professionally within the company.

Portfolio Presentation Strategy:

• Case Studies: Present case studies that demonstrate your problem-solving skills, technical expertise, and ability to manage complex support cases.
• Technical Documentation: Share your approach to incident management, including detection, impact analysis, stakeholder communication, response coordination, and post-incident reviews.
• User-Centric Focus: Emphasize your commitment to providing exceptional support and service quality to Coda's users and partners.

📝 Enhancement Note: To optimize your interview preparation, focus on your technical support experience, problem-solving skills, and incident management expertise. Familiarize yourself with Coda's platform, its features, and its unique challenges. Prepare for questions about the company's culture, team dynamics, and growth opportunities.

📌 Application Steps

To apply for this Senior Technical Support position:

1. Customize Your Resume: Tailor your resume to highlight your relevant technical support experience, problem-solving skills, and incident management expertise. Include any experience with Coda's platform or similar e-commerce and payment systems, as well as knowledge of the gaming industry.
2. Prepare Your Portfolio: Prepare case studies or scenarios that demonstrate your problem-solving skills, technical expertise, and ability to manage complex support cases. Include your approach to incident management, including detection, impact analysis, stakeholder communication, response coordination, and post-incident reviews.
3. Research the Company: Thoroughly research Coda's platform, its features, and its unique challenges. Familiarize yourself with the company's culture, team dynamics, and growth opportunities.
4. Practice Your Interview Skills: Rehearse your responses to common technical support and incident management questions, as well as questions about Coda's company culture and growth opportunities. Seek feedback from friends, mentors, or career coaches to refine your interview skills.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.