Cenosco

Senior Technical Support Engineer

Cenosco

full-time

Posted on:

Location Type: Remote

Location: Malaysia

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Job Level

Senior

Tech Stack

Distributed SystemsSQL

About the role

  • Provide senior-level technical support for high-priority, high-impact issues from intake through resolution, including proactive expectation management in high-stakes situations
  • Perform advanced troubleshooting across SaaS environments, integrations, and distributed systems; conduct root cause analysis and frame issues for Engineering with clarity and structure
  • Serve as the go-to technical interface for customers in the region. Handle written communications and live calls, manage incidents, align on solutions, and build durable trust.
  • Create reproducible bug reports; collaborate closely with Product, Engineering, and DevOps teams in Europe to drive timely fixes and long-term improvements
  • Make confident decisions on prioritization, escalation strategy, and customer updates during APAC hours without immediate local peer support
  • Identify recurring risks, systemic gaps, and process breaks; translate insights into concrete actions for Product and Support (documentation, tooling, automation, and process updates)
  • Support rollout of tooling and processes (e.g., Zendesk implementation), release readiness ISO/compliance initiatives, and operational scaling efforts
  • Provide regional coverage aligned with seniority and team schedules.

Requirements

  • 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
  • Advanced skills across SaaS, integrations, multi‑component/distributed systems; strong root cause analysis and problem framing
  • Prior experience as an internal escalation point and mentoring or guiding other Support Engineers
  • Proven ability to prioritize, decide, and operate autonomously during regional hours.
  • Excellent English. Clear, confident, structured, and calm under pressure; adept at expectation management
  • Demonstrated success partnering with Product/Engineering/DevOps to resolve defects and improve product quality
  • Strong experience with ticketing systems (e.g., Zendesk) and monitoring/observability tools
  • Comfortable with APIs, logs, environments, and distributed systems
  • Database querying (SQL or similar) is a strong plus
Benefits
  • Flexible work that best fits your needs and the role
  • Competitive compensation
  • Top-notch offices and equipment
  • Continuous improvement and learning opportunities to grow your career
  • Team activities, not the usual one just to look nice on social media but what our team choose and ask for
  • A great team of engaged passionate and helpful people
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportapplication supportroot cause analysisproblem framingSaaSintegrationsdistributed systemsdatabase queryingAPIsticketing systems
Soft Skills
expectation managementclear communicationconfident decision-makingstructured thinkingcalm under pressurementoringautonomous operationtrust buildingcollaborationprioritization