Customer Support Engineer (Telecom)

Location: Remote in Malaysia

Company

hirify.global provides telecom and messaging products and services, including CPaaS, SMS, voice, telecom data, and carrier ecosystem solutions.

What you will do

• Identify, clarify, troubleshoot, and resolve customer-impacting issues through email and chat applications.
• Provide complete technical advice, training, and customer responses while explaining technical concepts to non-technical users.
• Escalate issues appropriately, communicate alerts internally and externally, and provide additional monitoring after alerts.
• Maintain customer account information, settings, technical documentation, FAQs, knowledge bases, and support processes.
• Learn and communicate product, service, and operational technology capabilities and recommend appropriate customer use cases.
• Review operational procedures and recurring customer questions to improve efficiency, security, and customer satisfaction.

Requirements

• 2–3 years of experience in a mid- or high-level customer-facing role.
• Fluent English and Mandarin, both verbally and in writing.
• Experience with customer support and escalation processes across email and chat channels.
• Strong problem-solving, analytical, logical, critical-thinking, prioritization, and multitasking skills.
• Ability to learn quickly, take responsibility, work in a team, and maintain attention to detail in a fast-paced environment.
• Relevant knowledge of Microsoft Office.

Nice to have

• Basic understanding of REST API, Java, PHP, Ruby, C#, or Python.
• Familiarity with Salesforce Service Cloud, JIRA, Statuspage, Kibana, Grafana, or Confluence.
• Experience in telecom and messaging, including CPaaS, SMS, voice, telecom data, or carrier ecosystems.

Culture & Benefits

• Customer-centric support environment with cross-functional collaboration.
• Work remotely from Malaysia.
• Focus on continuous technical learning and knowledge sharing across the support organization.