Automation Operation Support Center Engineer (Automation)

TL;DR

Automation Operation Support Center Engineer (Automation): Providing frontline technical support for process, software, hardware, and automation issues across global factory operations with an accent on incident resolution, troubleshooting, and service improvement. Focus on diagnosing complex system problems, coordinating escalations, developing support knowledge, and maintaining reliable 24x7 operations.

Location: On-site in Kulim, Kedah, Malaysia; 12-hour day and night compressed workweek with 24x7 shift rotation.

Company

hirify.global operates in a technology and global factory-support environment requiring cross-functional technical service and automation expertise.

What you will do

• Diagnose and resolve process, software, hardware, and automation issues across global factory operations.
• Provide frontline technical support through phone, email, and in-person channels.
• Follow up on customer issues, document interactions, close trouble tickets, and escalate unresolved problems.
• Identify systemic issues and contribute to incident, problem, and change management practices.
• Coach team members on supported systems, applications, service policies, and procedures.
• Collaborate with partner teams to improve service quality and departmental KPIs.

Requirements

• Bachelor’s degree in information technology or a related field; computer science or software engineering preferred.
• At least 2 years of relevant experience.
• Intermediate technical and programming knowledge, including SQL queries and Python; C, C#, and PowerShell scripting are preferred.
• Fundamental knowledge of client-server systems and application-database interactions.
• Excellent English communication skills are required.
• Ability to work on-site in Kulim, Malaysia, on a 24x7 rotating shift schedule.

Nice to have

• Knowledge of AI and machine learning development.
• Mandarin for China site support.
• Customer service, troubleshooting, coaching, or technical support experience.

Culture & Benefits

• Global customer engagement and collaboration with employees from diverse backgrounds.
• Opportunities to coach colleagues and share technical best practices.
• Structured service processes focused on customer satisfaction, knowledge management, and continuous improvement.
• On-site work with a compressed 12-hour day and night shift schedule.