Job Description

About Tapway

Tapway Sdn Bhd leverages the power of AI Vision, Edge IoT, and Cloud technologies to transform the physical world through automation. We enable businesses to build, train, deploy, and monitor AI Vision solutions at scale by helping them eliminate low-skilled manual labor, enhance service quality, experience, and strengthen safety and security across physical environments.

Today, Tapway powers advanced AI solutions for industries such as retail, transportation, manufacturing, industrial operations, and smart facilities delivering high accuracy, high uptime and real-time insights.

Our Vision

To democratize AI Vision by enabling anyone regardless of technical background to quickly and affordably build, train and deploy AI-powered solutions for the physical world.

Our Mission

To deliver a powerful, scalable platform that empowers businesses with physical premises to:

• Reduce reliance on low-skilled manual labor
• Improve operational efficiency and service quality
• Enhance safety, security, and real-time decision-making
• Unlock faster, smarter automation with vision intelligence

If you thrive in a fast-paced environment and want to be part of the AI Vision revolution, join us on this exciting journey of innovation and growth.

🌐 Website: https://gotapway.com/
📩 Apply: careers@gotapway.com

Why Join Tapway?

• Work Culture & Growth 
• Vibrant and dynamic work environment
• Modern, fast-growing AI Vision & Cloud technology industry
• Opportunities to work on cutting-edge, large-scale AI deployments
• Clear learning & career advancement pathways
• Work Flexibility 
• Hybrid working arrangement — 2 days WFH, 3 days WFO
• Flexible working culture focused on output and ownership
• Benefits
• Competitive salary & performance rewards
• Medical coverage (GP, specialist, hospitalisation)
• Optical & Dental coverage
• Wellness claim allowance
• Work Anniversary and Birthday Leaves
• Training & development support (courses, certifications)
• Team activities, company events, and engagement programs

Job Description

Tapway is redefining how physical spaces operate using AI Vision and Big Data. As a member of our team, you will play a key role in developing, supporting, or delivering solutions that run across edge devices, cloud infrastructure, and enterprise environments.

Role-Specific Responsibilities:

• Troubleshoot and resolve technical issues for customers and internal teams.
• Assist users with setup, configuration, and usage of Tapway solutions.
• Escalate complex issues to engineering while maintaining clear communication.
• Maintain accurate support documentation and track incidents efficiently.

Key Responsibilities

• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Ensure resource availability and allocation
• Report and escalate to management as needed
• Manage the relationship with the client and all stakeholders
• Perform risk management to minimize project risks
• Create and maintain comprehensive project documentation
• Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
• Perform application and system deployment and testing. 
• Monitors incoming cases and emails and resolves in accordance with Service Level Agreement (SLA). Uses available support tools (i.e. Tapway helpdesk) to assist the customer and/or recreate the issue.
• Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's responsibility to fully comprehend the need, product issue, and best avenue for resolving the problem.
• Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
• The document, develop and maintain installation, configuration and troubleshooting procedures.
• Liaise with software developers to resolve technical issues reported by customers.
• Teach customers how to use Tapway software.

Job Requirements

Requirements

• Basic knowledge of computer networking and operating systems
• Any experience in project management and technical support fields is a plus
• Basic software or programming knowledge and basic Network configuration, such as SQL (optional), IP Networking, IP Camera Setting or Linux Operating System
• Possess good software and hardware troubleshooting skills.
• Must have own transport to travel to client's sites
• Must be willing to work on short notice outside of work hours 
• Team player and able to deliver solutions within a tight timeline. 
• Good communication skills in written and spoken English and Bahasa Malaysia. 
• Individual who is passionate, resourceful, self-motivated, highly committed, a team player and able to motivate others
• An unending willingness to learn
• Strong leadership qualities
• Must be willing to work in a highly dynamic and challenging technology company environment.
• Experience handling L1 support tickets using platforms such as Freshdesk, Zendesk, or similar
• Bonus: Familiarity with AWS services , strong Linux command-line skills and experience with docker troubleshooting

What We Look For — Tapway Core Values

• Customer & Result-Driven — You care deeply about delivering value and results for customers, and always push for high-quality outcomes.
  
• Bold & Creative Thinker — You dare to dream big, think differently, and propose new ideas or improvements.
  
• Agile & Fast-Moving — You work with speed and flexibility, adapting quickly to change and acting decisively.
  
• Always Day 1 — You remain curious, hungry, and always ready to learn — as if every day is Day One.
  
• Passionate & Purpose-Driven — You bring energy, enthusiasm, and passion to your work, with a strong sense of purpose.

🌐 Website: https://gotapway.com/
📩 Apply: careers@gotapway.com

Skills