Job Description

About Stampede Solution 

Stampede Solution is a leading technology solutions provider specialising in the Accounts Receivable Management and Recovery industry in Malaysia. We develop innovative software solutions that help businesses streamline operations, improve efficiency and manage their recovery processes effectively. 

At Stampede, we believe in continuous learning, collaboration and creating opportunities for our people to grow alongside the business.

About the Role

We are looking for proactive and technically inclined individuals to join our IT Support team, with opportunities available across both Level 1 (L1) and Level 2 (L2). 

In this role, you will be responsible for providing technical support to clients, troubleshooting application and system issues, and ensuring the smooth operation of our software solutions. You will work closely with clients and internal technical teams to investigate issues, identify solutions and deliver a positive support experience. 

Whether you're a fresh graduate looking to kick-start your career or an experienced IT support professional ready for your next opportunity, we'd love to hear from you!

Key Responsibilities:

Technical & Application Support 

• Provide technical support to clients through phone, email and ticketing systems, ensuring timely and professional responses. 
• Investigate and troubleshoot application and system issues, including reviewing logs, database queries and system behaviour. 
• Identify root causes, recommend appropriate solutions and escalate complex issues to relevant technical teams when necessary. 
• Monitor system performance, including SMS servers, delivery processes and third-party integrations. 
• Collaborate with Development, QA and Infrastructure teams to resolve technical issues and improve system reliability. 

Client & Incident Management 

• Manage support tickets from initial investigation through resolution, ensuring compliance with Service Level Agreements (SLAs). 
• Communicate effectively with clients, providing regular updates, clear explanations and realistic resolution timelines. 
• Prioritise incidents based on urgency, business impact and operational requirements. 
• Maintain accurate documentation of reported issues, troubleshooting steps, resolutions and root cause findings. 
• Take ownership of assigned cases and ensure timely follow-ups and proper resolution. 

System Testing & Deployment Support 

• Assist with application testing, deployment and validation of new system releases or enhancements. 
• Participate in System Testing (ST) and User Acceptance Testing (UAT) activities when required. 
• Identify, document and report system defects, working closely with developers to validate fixes. 
• Support post-deployment monitoring and troubleshooting to ensure smooth system operations. 

Team Collaboration & Continuous Improvement 

• Work closely with internal technical teams to investigate and resolve recurring application issues. 
• Contribute to technical documentation, troubleshooting guides and knowledge-sharing initiatives. 
• Identify opportunities to improve support processes, system performance and overall service efficiency. 
• Support team members in troubleshooting complex cases and share technical knowledge when required. 
• Participate in incident reviews and contribute to preventive measures and long-term improvements. 

Job Requirements

Job Requirements:

• Diploma or Bachelor's Degree in Computer Science, Information Technology, Software Engineering or a related discipline. 
• Fresh graduates and candidates with relevant experience in IT support, application support or technical support are encouraged to apply. 
• Basic understanding of relational databases, particularly MySQL, SQL queries and data validation. 
• Familiarity with web applications, client-server architecture and application troubleshooting. 
• Good analytical and problem-solving skills, with the ability to investigate technical issues logically. 
• Strong communication and interpersonal skills, with the ability to engage professionally with clients and internal stakeholders. 
• Able to manage multiple tasks, prioritise incidents and work effectively in an SLA-driven environment. 
• Strong sense of ownership, attention to detail and willingness to learn new technologies. 
• Able to work independently and collaboratively in a fast-paced technical support environment. 

Added Advantages 

• Hands-on experience supporting business applications or enterprise software systems. 
• Experience troubleshooting application logs, API integrations or production system issues. 
• Knowledge of SQL queries, joins and basic database performance checks. 
• Ability to read or understand application code such as C#, PHP or similar programming languages. 
• Exposure to Microsoft .NET development environments. 
• Experience supporting SMS gateways, messaging platforms or third-party integrations. 
• Familiarity with root cause analysis (RCA), application testing, UAT or software deployment. 

Additional Information 

• This is a fully office-based position at Bangsar South, Kuala Lumpur. 
• Occasional extended working hours and rotational weekend/on-call support may be required. 
• Candidates will be considered for the appropriate support level based on their technical knowledge, relevant experience and capabilities. 

Skills