Lead Premium Support Developer (SMAX)

TL;DR

Lead Premium Support Developer (SMAX/Service Manager): Providing dedicated technical support and optimization for complex hybrid software environments with an accent on incident resolution and product evangelism. Focus on deep technical troubleshooting of SMAX and Service Manager, coordinating with experts to expedite resolutions, and ensuring client business value.

Location: Must be a permanent resident of Malaysia

Company

Global leader in information management specializing in AI-driven digital transformation.

What you will do

• Act as the single point of contact for support incidents for specific product centers.
• Deeply analyze and understand clients' software configurations and hybrid environments.
• Resolve complex technical incidents efficiently using deep product expertise.
• Provide supportability assessments and technical mentoring to clients.
• Collaborate with internal experts to expedite the resolution of critical issues.
• Guide clients on product roadmaps, upgrades, and migration planning.

Requirements

• Permanent residency of Malaysia is required.
• Fluency in Malay (speaking, reading, writing).
• Eligibility to obtain a Malaysian security clearance.
• 5+ years of experience in a client support environment.
• Bachelor’s or Associate degree in a technical field.
• In-depth experience with hirify.global Service Manager, SMAX, Windows Server, Red Hat/Linux, and RDBMS.

Nice to have

• Experience with Load balancers and Networks.
• Familiarity with AI tools, IDOL, and Security Certificates.

Culture & Benefits

• Inclusive work environment with a strong Employment Equity and Diversity Policy.
• Opportunity to partner with world-renowned companies on digital transformation.
• Focus on innovation, creativity, and human-centered AI.
• Flexible virtual work arrangement within Malaysia.
• Occasional travel (less than 10%) and participation in a 24x7 on-call roster.