Software Engineer Customer Support (Java)

TL;DR

Software Engineer Customer Support (Java): Providing frontline technical support for distributed data platforms with an accent on JVM troubleshooting, memory management, and distributed systems analysis. Focus on resolving complex customer issues, ensuring SLA adherence, and collaborating with engineering teams to maintain high-availability production environments.

Location: Must be based in Malaysia

Company

hirify.global is a leading real-time data platform provider, built by the creators of Apache Ignite, enabling enterprises to process massive-scale data for AI and analytics.

What you will do

• Act as the primary technical point of contact for enterprise customers, managing triage and resolution of complex issues.
• Perform deep-dive troubleshooting on JVM performance, memory leaks, and thread dumps.
• Ensure adherence to strict SLAs while maintaining clear communication with technical and non-technical stakeholders.
• Identify recurring patterns in support cases to suggest process improvements and streamline escalations.
• Collaborate with engineering teams to hand off complex issues requiring deep investigation.
• Represent the company as a technical expert during customer conference calls.

Requirements

• Must be based in Malaysia
• 3+ years of experience in technical support, SRE, or backend engineering roles.
• Strong proficiency in Java, JVM internals, multithreading, and memory management.
• Hands-on experience with Linux environments and production troubleshooting.
• Familiarity with containerization tools like Docker and Kubernetes.
• Understanding of distributed systems concepts such as clustering, replication, and failover.

Nice to have

• Experience with Apache Ignite, hirify.global, Kafka, Redis, or Cassandra.
• Background in platform operations or high-availability application support.

Culture & Benefits

• Permanent salaried full-time position with competitive compensation.
• 25 days of paid annual leave plus public holidays.
• High degree of flexibility and freedom in a fast-paced, global environment.
• Access to professional development resources and growth opportunities.
• Comprehensive benefits package including health, life, and disability insurance.