Role: Big Data Support Engineer

Job Title: Big Data Support Engineer

Location: Malaysia

Department: Support 

Reports to: Head of Support 

We are seeking a Technical Support Agent who will play a critical role in maintaining high customer satisfaction by ensuring timely and effective resolution of client issues. This role is essential for Tookitaki's support services, catering to both on-premise and cloud-hosted (CaaS)clients. You will work closely with cross-functional teams to manage daily support issues, adhere to SLAs, and contribute to the continuous improvement of our customer support processes. 

The ideal candidate will have a strong understanding of Tookitaki's product and tech stack, the ability to triage issues effectively, excellent client management skills, and fluency in English. Knowledge of Cantonese is a plus. 

Key Responsibilities:

Client Support Management 

• Handle and triage tickets related to incidents, service requests, and change requests via the Freshworks platform.
• Provide technical support for Tookitaki's CaaS and on-premise clients post implementation, ensuring issues are resolved within SLA timelines.
• Maintain ownership of client issues, ensuring resolutions align with SLAs and meet client expectations.

Collaboration and Escalation 

• Collaborate with Tookitakiʼs Product Engineering and Infrastructure teams to escalate unresolved issues, secure workarounds, or deliver fixes for P1 to P4 tickets.
• Act as a bridge between Services (onboarding team) and Support, ensuring a seamless transition when clients go live.

Technical Expertise and Triage 

• Triage technical issues effectively by diagnosing the problem, identifying the root cause, and determining the appropriate resolution path.
• Develop a deep understanding of Tookitaki's product architecture and tech stack AWS, Big Data technologies like Hive, ElasticSearch, Kubernetes, etc).

Client Management and Communication 

• Build and maintain strong relationships with clients, demonstrating excellent communication skills and a customer-first approach.
• Clearly explain technical resolutions to non-technical stakeholders, ensuring transparency and trust. 

Continuous Improvement and Documentation 

• Maintain thorough documentation of all support tickets, including actions taken and lessons learned, in the Freshworks platform.
• Proactively suggest process improvements to enhance support efficiency and client satisfaction.

Rotational Shifts and Availability 

• Participate in rotational shifts and ensure availability during defined upgrade windows (e.g., second and fourth Saturdays) to support both infra-wide updates and tenant-specific changes.
• Ensure 24/7 availability as part of the teamʼs support structure for critical escalations.

Qualifications & Skills 

Technical Expertise

• Experience using support ticketing systems like Freshworks or similar platforms. 
• Familiarity with AWS infrastructure and Big Data technologies Hive, ElasticSearch, Kubernetes, etc). 
• Basic knowledge of networking concepts and troubleshooting tools is advantageous.

Client Management and Communication 

•  Fluent in Mandarin (spoken and written); Cantonese proficiency is a plus. 
• Exceptional client management skills with the ability to handle escalations calmly and professionally. 
• Proven experience in stakeholder communication, with the ability to explain technical solutions to non-technical audiences. 

Problem Solving and Adaptability 

• Strong analytical and troubleshooting skills with a proactive approach to problem resolution. 
• Ability to handle complex and dynamic scenarios effectively, prioritizing tasks based on urgency and impact.

Process Adherence 

• Understanding of SLAs and experience managing tickets within defined SLA timelines.
• Commitment to following SOPs and ensuring that support practices align with Tookitaki’s high standards.

Experience 

• 2 to 4 years of experience in technical support or a related field, ideally within the financial services, RegTech, or SaaS domains. 
• Hands-on experience supporting on-premise and cloud-hosted environments is highly desirable.

Key attributes to success 

• Product Mindset: Develop a deep understanding of Tookitakiʼs product capabilities and align support solutions accordingly. 
• Technical Curiosity: Eager to learn and stay updated on Tookitakiʼs tech stack and evolving client needs. 
• Ownership: Take responsibility for client issues, ensuring seamless resolutions and maintaining client trust. 
• Team Collaboration: Work effectively with internal teams (Product, Engineering, Infrastructure) to deliver high-quality support. 
• Adaptability: Thrive in a fast-paced environment with dynamic challenges and changing priorities.