Product Support Specialist - Malaysia

TL;DR

Product Support Specialist (Malaysia): Providing technical support and troubleshooting for AI-powered event platform users with an accent on customer communication, issue resolution, and product knowledge. Focus on owning customer issues from initial contact to resolution, collaborating with product teams on improvements, and ensuring intuitive platform experience.

Kuala Lumpur, Remote

Company

Leading AI-powered event platform for in-person and hybrid events, with remote-first policy and headquarters in Paris.

What you will do

• Communicate with customers via Intercom and video calls, owning issues until resolution or escalation.
• Master hirify.global's functionality across user types and plans to guide customers effectively.
• Collaborate with Success and Product teams to enhance platform intuitiveness, reliability, and speed.
• Synthesize customer feedback to inform product improvements and identify Help Center gaps.
• Experiment with workflows and automation to drive team efficiency.

Requirements

• 1-2 years of technical support experience in a troubleshooting environment.
• Solid understanding of tech fundamentals and tools like Slack, Notion, Intercom, JIRA, Gainsight.
• Knowledge of web technologies (HTML, CSS, JavaScript, APIs) and ability to troubleshoot.
• Strong customer focus, communication skills, problem-solving, and experience with KPIs.
• Excitement for support environment focused on efficiency and feedback.

Culture & Benefits

• International team with 40+ nationalities and remote-first policy.
• Generous PTO, 100% health insurance covered, work-from-home and co-working budgets.
• Learning budget, mental health initiatives, and in-person social gatherings.
• Open-minded, feedback-driven culture emphasizing curiosity, ownership, and resilience.

Hiring process

• Screening interview with recruiter.
• Remote skills exercise and manager review.
• Leadership review, reference check, and offer.