Technical Support Engineer
System Department
Full-time
Entry Level or Mid Level
Onsite @ Putra Heights
Competitive salary based on experience
About Recogine
Recogine Technology specializes in AI and software solutions for transportation and smart city infrastructure. We're committed to creating innovative, secure technology that enhances efficiency and safety
Role Overview
The Product Support Specialist serves as the technical bridge between customers and engineering teams, providing advanced troubleshooting, implementing automation solutions, and improving support processes. Beyond traditional issue resolution, this role involves scripting, light development, and DevOps collaboration to enhance product reliability and support efficiency.
Perks & Benefits
Real responsibility on national infrastructure and smart city projects
Opportunities to work with cutting-edge technology in AI and CV
Convenient access to office via Putra Heights LRT Station
Flexible working hours
Full statutory benefits (EPF, SOCSO, EIS) + PA insurance
Long-term career growth and potential to lead new market verticals
Who You Are
Required Qualifications
2–4 years in technical support, application support, or related customer-facing technical role
Proven scripting/programming experience (Python preferred)
Experience with SQL and database concepts
Strong analytical and problem-solving skills with technical systems
Excellent communication skills for both technical and non-technical audiences
Preferred Qualifications
Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
Experience with support ticket automation or chatbot implementation
Familiarity with Agile/Scrum methodologies
Knowledge of monitoring/alerting tools and incident response processes
Previous experience in a SaaS or technology product company
Core Technical Skills
Scripting proficiency in Python (required), plus Bash/Shell or PowerShell
APIs & Web Technologies: REST API usage (Postman/cURL), basic HTTP concepts, JSON/XML
Databases: Basic to intermediate SQL (SELECT, JOINs, aggregations), ability to run read queries for troubleshooting
Logging & Monitoring: Experience with log analysis tools (Splunk, ELK, CloudWatch) and APM tools
Version Control: Basic Git knowledge (clone, pull, commit, PRs)
DevOps Fundamentals
Understanding of CI/CD pipelines and deployment processes
Familiarity with containerization concepts (Docker basics)
Knowledge of cloud platforms (AWS/Azure/GCP core services)
Ability to read infrastructure-as-code (Terraform/CloudFormation) for understanding
Experience with configuration management and environment variables
Support Tooling Expertise
Advanced ticketing system administration (workflows, automations, SLAs)
Knowledge base and documentation systems
Customer communication platforms (chat, email, screen sharing)
Internal tooling and dashboard development
Key Responsibilities
Advanced Technical Support & Troubleshooting
Investigate and resolve complex technical issues involving APIs, databases, integrations, and data flows
Analyze application logs, error reports, and monitoring alerts to diagnose root causes
Perform SQL queries for data validation, troubleshooting, and customer data investigations
Replicate issues in staging environments and document detailed bug reports
Scripting & Automation
Develop and maintain scripts (Python, Bash, PowerShell) to automate repetitive support tasks
Create tools for log parsing, data migration, bulk operations, and diagnostic reporting
Build internal dashboards using simple web frameworks or BI tools to visualize support metrics
Automate ticket categorization, prioritization, and routing using API integrations
DevOps & Infrastructure Collaboration
Monitor application performance using tools like Datadog, New Relic, or Grafana
Participate in incident response: acknowledge, triage, and escalate system outages
Assist with deployment verification and smoke testing for new releases
Contribute to runbooks and knowledge base articles for common operational procedures
Work with DevOps to understand system architecture and failure modes
Product & Engineering Partnership
Serve as subject matter expert during product planning and feature design reviews
Document and quantify pain points from customer interactions for product roadmap
Test early feature builds and provide usability feedback from a support perspective
Manage the bug lifecycle from identification through verification of fixes
Create and maintain technical documentation for both internal and external use
Process Improvement & Tooling
Identify and implement improvements to support workflows and tooling
Configure and customize the support tech stack (Zendesk, Jira, Salesforce, etc.)
Develop automated alerting for emerging issues based on ticket patterns
Measure and report on technical debt from a customer impact perspective
Reach Out to Us
Whether you’re exploring opportunities or have a question, we’d love to hear from you.