Job Description

ABOUT TAPWAY

Tapway is Southeast Asia’s leading AI Vision platform, empowering businesses to transform physical spaces through intelligent automation. Powering 18,000+ cameras across 500+ locations and trusted by 70+ major brands including McDonald’s, Samsung, Pavilion, and Grab. Tapway is on a mission to eliminate low-skilled manual labour, enhance service quality, and strengthen safety and security.

A subsidiary of ITMAX System Berhad — Malaysia’s largest Smart City-as-a-Service provider Tapway’s flagship platform SamurAI converts any video feed into real-time actionable intelligence. With strategic partnerships with NVIDIA (ISV Partner), AWS, Huawei, Fujifilm, Canon, and Maxis, and deployments across Retail, Manufacturing, F&B, Logistics, Construction, and Smart City verticals, we are building the future of physical-world AI. 

ROLE OVERVIEW

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 supporting and delivering solutions that run across edge devices, cloud infrastructure, and enterprise environments - troubleshooting technical issues, guiding customers, and escalating complex cases to engineering while maintaining clear communication throughout.

•  Troubleshoot and resolve technical issues for customers and internal teams which involves onsite troubleshooting. 
•  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. 

Job Requirements

Must-Have

• Basic knowledge of computer networking and operating systems.
• Basic software or programming knowledge and network configuration — SQL (optional), IP networking, IP camera setup, or Linux operating system.
• Good software and hardware troubleshooting skills.
• Experience handling L1 support tickets using platforms such as Freshdesk, Zendesk, or similar • Own transport to travel to client's sites, and willingness to work on short notice outside work hours.

Nice-to-Have

• Experience in project management or technical support fields.
• Familiarity with AWS services, strong Linux command-line skills, and experience with Docker troubleshooting.

Who you are

• Team player who delivers solutions within tight timelines
• Passionate, resourceful, self-motivated, and highly committed — someone who lifts others up too
• An unending willingness to learn with Strong leadership qualities
• Thrives in a highly dynamic, fast-paced technology company environmen
  

Skills