Software Support Engineer

Every day, a real business gets stuck. You're the person who unsticks it.

A manufacturer can't close their month-end. A retail chain's POS won't sync across outlets. A finance team's payroll run fails three hours before payday.

They call us. You pick it up.

You'll work on the software that runs Malaysian companies — Oracle NetSuite, AutoCount, Xilnex, BrioHR, TimeTec — used by SMEs across manufacturing, retail, distribution and professional services. When something breaks, it isn't a homework problem with the answer printed at the back of the book. It's a live business with money moving through it and people waiting on you.

We think this is the fastest way in Malaysia to learn how businesses actually work — and the best possible first job for someone who intends to build a serious career in enterprise software.

What you'll actually do

Diagnose, don't just log. Take support requests by phone, email and ticket — then find the real cause, not the symptom. Corrupted transaction? Misconfigured tax code? A user who was never properly trained? Different problem, different fix. You'll learn to tell them apart fast.

Build and test the fix.

Apply it, test it, verify it — before it goes anywhere near a client's live system. In ERP, a careless fix is worse than no fix.

Explain it to a human.

Your client is a 55-year-old finance manager under pressure, not another engineer. Being right isn't enough. You have to be understood, and you have to be calm doing it.

Leave a trail behind you.

Clear, structured documentation of every case — so the next person, or the next AI agent, resolves it in five minutes instead of five hours.

Make the system better.

Every recurring issue is a signal. You'll spot the patterns and feed them back into how we implement, train and support. We expect our support engineers to improve the process, not just execute it.

The AI part — operational, not decorative

We're not putting "AI" in this posting because it tests well in a job search. We have a written internal AI governance framework, we run structured AI training for our team, and we are actively rebuilding how support and delivery work around AI tooling.

In this role:

• You'll use AI as a daily working tool — triaging tickets, interrogating logs and error traces, drafting client responses, searching our internal knowledge base. Not occasionally. Not as a novelty.
• You'll build the knowledge layer our AI runs on. Every case you document properly makes the entire company faster. This is real leverage, and we treat it that way.
• You'll be encouraged to prototype. If you can build an internal tool, an automation or an agent that removes repetitive work, we want to see it. You'll have access to the stack — Zoho, n8n, product APIs — and the room to experiment.
• You'll learn to judge AI output , which is the genuinely scarce skill. Knowing when the model is confidently wrong about a tax treatment or a costing method is worth far more than knowing how to prompt it.

Bring your AI fluency. We'll give you the domain knowledge that makes it dangerous.

The career track — stated plainly

We hire support engineers because it is the strongest training ground in this industry, not because we need seats filled. The honest path:

Year 1 — Software Support Engineer

Learn the products deep. Learn how SMEs really operate. Own cases end to end.

Year 2–3 — Functional Consultant

Stop repairing implementations and start designing them. Run discovery sessions, configure systems, train users, own a module.

Year 3 and beyond — choose your direction:

Track| What you become
---|---
Solution Architect / Senior Consultant| Design complex ERP builds for larger, multi-entity clients
Project Manager| Own delivery, budget, timeline and the client relationship
Presales / Solution Consultant| The commercial track — technical depth meets deal-making
AI & Systems Automation| Build the internal tooling and agents that scale the company

We're growing, and there is consistently more work than there are people ready to own it. If you move, you move fast. If you coast, this will be an uncomfortable place to work.

Who we're looking for

Non-negotiable — attitude:

• You are genuinely uncomfortable leaving a problem half-understood
• You would rather ask a stupid question today than fake competence for a month
• You can write a clear paragraph and hold a composed phone call with a frustrated stranger
• You take ownership without being chased for updates
• You are honest about what you don't know

Academic background — any of these:

• Computer Science, Software Engineering, Information Technology
• Accounting, Finance, Business, or Business Analytics — this is a real advantage, not a fallback. ERP is accounting. We can teach software far more easily than we can teach debits, credits, costing and month-end close.

Experience: none required. Final-semester students and fresh graduates are actively encouraged to apply. We would rather train the right person than inherit someone else's habits.

Nice to have, genuinely optional:

• SQL, or Excel beyond VLOOKUP
• Any coding in any language
• Any AI tool you have actually built something with (not just chatted to)
• Bahasa Malaysia and/or Mandarin, for client conversations

What we offer

• Structured onboarding and product certification — paid for by us
• Direct mentorship from senior consultants and management, not a training video library
• Full access to enterprise AI tooling, with the governance and training to use it properly
• Exposure to real client decision-makers from your first year
• Medical coverage, annual leave above statutory minimum, and performance review twice yearly
• A clearly defined promotion path with the criteria stated up front

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