Technical Support Engineer - Level 2

  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Full-time
  • Department: Customer Support

Company Description

Have you ever worked for a company that actually wanted you to bring your whole self to work every single day?

About Tradeshift
Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by 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. We recognize that business is both messy and social - two revelations that have driven 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.

Job Description

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.

Qualifications

About you:

  • 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.

Additional Information

Location
Our office in Kuala Lumpur offers employees daily catered meals, as well as a great work/life balance, allowing them to work from home when necessary. You’ll also have the opportunity to step up and troubleshoot, while coming up with your own solutions to problems. 

Culture 
Our culture began day one when three Danes poured their brains, heart, and guts into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock. 

TradeShifters 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 and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Why you might like working here:

  • You love autonomy and the freedom to get your work done how you want 
  • You like sharing your opinions and feeling like they matter
  • You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
  • Fixed Transport & Communication Allowance
  • Daily lunch and snacks provided by the company
  • Extensive medical insurance coverage
  • Optical and Dental benefits
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