Intern, Support Engineer

Summary

Join ServiceRocket, a global tech-enabled services company, as a customer-centric and technical-savvy Intern in our Kuala Lumpur support team. This role involves assisting, diagnosing, troubleshooting, and providing effective solutions to customers, executing customer onboarding initiatives, and participating in technical issue analysis and debugging. You will communicate with customers, own issues until resolution, become knowledgeable about products, solve technical problems, comply with escalation workflows, resolve issues within SLAs, and share knowledge with the team. The position requires availability for EMEA shifts and pre-scheduled weekend support. ServiceRocket offers various benefits including profit sharing, stock options, health insurance, retirement plans, career pathways, allowances, generous PTO, and a cultural heritage day.

Requirements

• Currently pursuing a degree in Information Technology, Computer Science, or similar
• Outstanding verbal and written communication skills in English will be required for day-to-day operations
• Strong data analysis, critical thinking, and problem-solving skills
• Quick learner with a strong sense of ownership and resilience
• Self-motivated, results-oriented, and committed to exceeding expectations

Responsibilities

• Communicate efficiently and effectively with our customers
• Own customer communications and issues from initial contact until resolution
• Become an encyclopedia of knowledge about relevant products and their capabilities and common application
• Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
• Comply to the escalation workflow for unresolved issues and identify bugs/product issues for the development team
• Resolve issues raised within SLA with the aim of preventing future problems
• Learn, document, and share knowledge with others
• Available to work on EMEA shift is necessary for customer support activities (Afternoon 1pm-10pm)
• Available to work on pre-scheduled weekends on full/standby support

Preferred Qualifications

• Data science knowledge is an added advantage
• Familiarity with Python/R, Jupyter Notebooks is an added advantage
• Knowledge of cloud deployments, including AWS, Azure, Google Cloud is a strong plus

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture