Technical Support Engineer - L2
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
- Department: Customer Support
Tradeshift is disrupting a stale e-invoicing, procure to pay, and financial solutions market. We are connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. Tradeshift is redefining an enterprise space that has seen little change in many years. We recognize that business is messy and business is social. Understanding these two facts drives the development of Tradeshift - a platform for all your business interactions.
About The Role
Tradeshift is seeking a Technical Support Engineer to be based in our Kuala Lumpur Office. This role will drive online acquisition and adoption of the Tradeshift platform by our customer’s entire supplier base. This role will work cross functionally with our Product, Delivery and Customer facing teams.
What you will be doing:
Work in a global team of technical support engineers, collaborating with colleagues on multiple timezones.
Troubleshoot, test, make sure that Sellers operating on the Tradeshift platform have access to best-in-class support services.
Use the available tools to investigate customer cases raised in our ticketing system(investigations regarding API calls, databases, web traffic logs, various XML formatted business documents).
Coordinate with the local Team Leader of Advanced Operational Support, as well as fellow technical support engineers to ensure the experience and performance of the global team is consistent and meeting their KPIs.
You will become a product expert within your team, every feature, every update, every customer, you know them all.
Monitor the customer experience of every customer account on Tradeshift and ensure they can access and fully utilize the platform at all times.
Continuously find ways to improve and streamline the support function and user experience.
1+ years experience in SaaS based customer account/operations support
Cool and calm under pressure in a transactional environment
Team player, be there for your colleagues as they will sure be there for you
Strong prioritization and collaboration skills
Highly data-driven mindset and a passion for analytics
Experience with document formats CSV, XML, EDI or any other type of document business standards
Technical awareness on transfer protocols and the tools associated(sFTP/FTP, Filezilla)
Exposure to API troubleshooting tools(such as Postman or similar)
Familiarity with databases (preferably MySQL)
Bachelor's degree in Business, Operations, MIS or Computer Science (preferred, but not required)
Excellent communication and presentation skills, highly refined interpersonal skills
Business level control of the English language, be able to clearly communicate with internal and external stakeholders. Any other foreign language is considered an advantage.
Our culture was formed from day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their job at Tradeshift with the same amount of pride and passion and embody the Tradeshift culture that makes us the best company in history.
Shifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.
We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Fixed Transport & Communication Allowance
- Daily lunch and snacks provided by the company
- Extensive medical insurance coverage
- Optical and Dental benefits