Global Support Engineer

Global Support Engineer

E2open Malaysia Sdn Bhd
2-10 years
5000 - 7500 MYR

Job Description

Job Overview:

Role : Customer/Global Support
Mandatory Skills : Level 2 support and programming languages
App Expertise : ITIL, Linux, Java basic
Experience : 2-4 years
Location : Kuala Lumpur

• Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.
• Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
• Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
• Maintain and update knowledge base articles consistently as new knowledge is discovered.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Ensure escalation and production support processes are followed.

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• Highly motivated and result-oriented fresh graduates are encouraged to apply.
• Excellent written and verbal communication skills, including being able to speak both English and Cantonese.
• Candidate must be willing to work on shift.
• Basic understanding of ITIL, in particular incident and problem management would be an added advantage.
• Basic knowledge on Linux is a plus.
• Logical approach and excellent problem solving skills.
• Attention to detail and ability to troubleshoot and provide feedback and solutions.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Ability and willingness to learn new technologies, on own initiative.
• Candidates outside KL, Selangor must be able t make own arrangements to travel/relocate when we resume to office.

E2open (

E2open is the one place, in the cloud, to run your supply chain, powered by the world’s largest direct business network and a broad portfolio of next generation solutions including Sourcing & Procurement, Quality & Traceability, Inventory Visibility & Optimization, Supply Planning & Response, Logistics & Fulfilment, S&OP/Financial Planning, Demand Planning & Sensing, Channel Data Management and Channel Performance Optimization.
E2open enables the world’s largest and most complex supply chains to better plan, execute and collaborate. We understand supply chain. Bring us your challenges and E2open will deliver better outcomes.

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