IT SaaS Software & Support Engineer

Softinn Solutions Sdn Bhd
Remote Full Time
Application ends: May 31, 2025
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Job Description

Job Responsibility:

  • Provide technical support by responding promptly to customer inquiries through various channels (phone, email, chat), and assist them in resolving technical issues related to our product.
  • Build and maintain positive relationships with existing customers by understanding their needs and providing timely and accurate assistance.
  • Escalate complex technical issues to appropriate teams within the company, such as the product or engineering teams, and follow up on resolutions to ensure customer satisfaction.
  • Track and document support cases and their resolutions in a ticketing system.
  • Develop a deep understanding of our SaaS products, their features, functionalities, and integrations. Stay up to date with product updates, new releases, and industry trends to
  • effectively support customers and provide product-related guidance.
  • Create and maintain design prototypes in Figma.
  • Contribute to developing and maintaining a comprehensive knowledge base, FAQs, troubleshooting guides, and best practices to enable customers to find answers and self-serve whenever possible.
  • Collaborate with the users and the product team to implement user-centered solutions.
  • Act as a customer advocate within the company by gathering and providing feedback on product enhancements, usability improvements, and potential issues.
  • Conduct product training for users.

Job Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
  • Minimum 1-year work experience in technical support, preferably in a SaaS or software company.
  • Strong problem-solving and analytical skills to diagnose and resolve technical issues.
  • Reasonable foundation in algorithms and analytical skills.
  • Has excellent command of English and Bahasa Melayu (knowing Mandarin is a plus point)
  • Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts clearly and concisely.
  • With a customer-focused mindset with a passion for delivering exceptional customer service.
  • Familiarity with ticketing systems, CRM software, and knowledge base tools.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Flexibility to work in shifts and handle occasional weekend or on-call support duties.

Not Mandatory, but BONUS if:

  • Strong programming skills in HTML and CSS
  • Familiar with Figma
  • Familiar with Hubspot
  • Familiar with video editing software
  • Familiar with the hotel industry

Report to Work options:

  • Melaka branch

You Should Join if:

  • Ready to learn things and proactive
  • Feel great when you’re able to help the customer in solving technical issues
  • Not afraid to find solutions on your own or to seek help from others

You should NOT join if:

  • You’re afraid of tough questions and challenges
  • Don’t enjoy assisting with technical bug discovery in a SaaS or software / system

Salary Range:

  • RM 2,300 to RM 3,000

 

Employee Benefits:

  • Medical insurance coverage
  • Free Flow of Snacks
  • Casual dress code
  • Monthly Potluck Party
  • Attractive performance allowance
  • Traveling allowance

Additional Perks for Your Role:

  • HubSpot CRM Licenses (Sales Pro + Marketing Hub Pro)
  • HubSpot CRM Certification (Certificate with your name on if you pass the test)
  • Mobile phone call and data plan allowance
  • Conference tickets
  • Coursera PLUS Subscription (for training & development)

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