Job Description

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

Job Requirements

• Basic knowledge of computer networking and operating systems
• Any experience in project management or 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

Skills