Responsibilities: Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Assign support tickets to the appropriate internal engineers Provide prompt and accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles Follow the SLA for issues with respect to the severity. Collaborate with other team members and stakeholders. Qualifications and Requirements: 4-7years’ working experience as a Software Support Engineer or in a related technical support role. BSc in Computer Science or related field. Proven working experience in enterprise technical support, IT support or as a technical engineer In-depth knowledge in the product that the technician is supporting. Strong problem-solving skills Experience in understanding application logs. Experience in Kibana or Grafana Loki would be considered as an advantage. Knowledge in CRM software Knowledge in PHP Frameworks Knowledge in Python, PHP or Angular Knowledge in MySQL, MSSQL and MongoDB Queries. Ability to provide step-by-step technical help, both written and verbal Knowledge with Project Management Platforms – Jira or ClickUp Excellent client-facing skills Excellent written and verbal communication skills Show more Show less<\/p>\n
Responsibilities: Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Assign support tickets to the appropriate internal engineers Provide prompt and accurate feedback to customers Ensure proper recording<\/p>\n","protected":false},"author":1,"featured_media":113567,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[20,71,44],"tags":[],"class_list":["post-113566","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-jobs","category-it-jobs-jobs-in-uae","category-jobs-in-malaysia"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.whitehattoolbox.com\/jobs\/wp-content\/uploads\/2025\/09\/113566-software-support-engineer.png?fit=%2C&ssl=1","jetpack-related-posts":[{"id":145595,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-engineer-6-month-internship-4\/","url_meta":{"origin":113566,"position":0},"title":"We\u2019re Hiring Support Engineer \u2013 6-Month Internship","author":"Admin","date":"February 23, 2026","format":false,"excerpt":"About the Role: We are looking for enthusiastic and customer-focused support engineer interns to join our team for a 6-month internship program. This opportunity is ideal for IT graduates who are passionate about technology, troubleshooting, and delivering excellent customer support. As a Support Engineer Intern, you will assist customers by\u2026","rel":"","context":"In "Internships"","block_context":{"text":"Internships","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/internships\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":146815,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-engineer-6-month-internship-6\/","url_meta":{"origin":113566,"position":1},"title":"We\u2019re Hiring Support Engineer \u2013 6-Month Internship","author":"Admin","date":"February 25, 2026","format":false,"excerpt":"About the Role: We are looking for enthusiastic and customer-focused support engineer interns to join our team for a 6-month internship program. This opportunity is ideal for IT graduates who are passionate about technology, troubleshooting, and delivering excellent customer support. As a Support Engineer Intern, you will assist customers by\u2026","rel":"","context":"In "Internships"","block_context":{"text":"Internships","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/internships\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":148020,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-engineer-6-month-internship-8\/","url_meta":{"origin":113566,"position":2},"title":"We\u2019re Hiring Support Engineer \u2013 6-Month Internship","author":"Admin","date":"February 26, 2026","format":false,"excerpt":"About the Role: We are looking for enthusiastic and customer-focused support engineer interns to join our team for a 6-month internship program. This opportunity is ideal for IT graduates who are passionate about technology, troubleshooting, and delivering excellent customer support. As a Support Engineer Intern, you will assist customers by\u2026","rel":"","context":"In "Internships"","block_context":{"text":"Internships","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/internships\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":147436,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-engineer-6-month-internship-7\/","url_meta":{"origin":113566,"position":3},"title":"We\u2019re Hiring Support Engineer \u2013 6-Month Internship","author":"Admin","date":"February 25, 2026","format":false,"excerpt":"About the Role: We are looking for enthusiastic and customer-focused support engineer interns to join our team for a 6-month internship program. This opportunity is ideal for IT graduates who are passionate about technology, troubleshooting, and delivering excellent customer support. As a Support Engineer Intern, you will assist customers by\u2026","rel":"","context":"In "Internships"","block_context":{"text":"Internships","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/internships\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":112134,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/end-user-computing-support-engineer-ise-2\/","url_meta":{"origin":113566,"position":4},"title":"End User Computing Support Engineer-ISE","author":"Admin","date":"September 5, 2025","format":false,"excerpt":"(Saudi National Only) Grade: 06 Location: Tabuk Advert closing: 17\/09\/2025 Job Purpose: Reporting to Technical Support Team Lead, this position exist to perform general technical support functions such as physical installation, assembly, configuration, troubleshooting and maintenance in order to ensure successful resolution of reported issues and deliver EUC service. Responsibilities:\u2026","rel":"","context":"In "Jobs In Gulf Countries"","block_context":{"text":"Jobs In Gulf Countries","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-gulf-countries\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":156990,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-software-support-engineer-erp-accounting-systems-2\/","url_meta":{"origin":113566,"position":5},"title":"We\u2019re Hiring Software Support Engineer (ERP \/ Accounting Systems)","author":"Admin","date":"March 14, 2026","format":false,"excerpt":"Mohon Lokasi Kerja Berhampiran Stesen Jalan SS 21\/39 Petaling Jaya Selangor Malaysia 47400 Penerangan Kerja Kelayakan We are looking for a dedicated Software Support Engineerto join our team and serve as thefirst point of contact for customers experiencing software-related issues. This role requires strong technical troubleshooting skills, analytical thinking, and\u2026","rel":"","context":"In "IT Jobs"","block_context":{"text":"IT Jobs","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-india\/it-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"jetpack_likes_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pg9e9d-txI","_links":{"self":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts\/113566","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/comments?post=113566"}],"version-history":[{"count":0,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts\/113566\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/media\/113567"}],"wp:attachment":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/media?parent=113566"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/categories?post=113566"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/tags?post=113566"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}