{"id":880099,"url":"https://alion.io/job/cenosco-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":695856,"name":"Cenosco","domain":"cenosco.com","url":"https://alion.io/company/cenosco","size_band":"11-50","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":{"grade":"B","score":81,"open_postings":9,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":["MY"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":298},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-02-23T18:51:54Z","employer_posted_date":"2026-02-23","last_verified_at":"2026-09-24T10:04:14Z","board_verified":true,"closed_at":null,"days_open":212,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":212},"description":"Your profile\nWe’re expanding our Support presence in APAC and looking for a highly autonomousSenior Technical Support Engineer to lead the regional front line for complex customer issues.\nIn this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution.\nThis role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.\nYou will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.\nAs the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe.\nThis role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.\nWhat You'll Do\nInvestigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations\n\nAnalyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes\n\nUse browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues\n\nPerform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis\n\nServe as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions\n\nCommunicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights\n\nCreate structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution\n\nMake prioritization and escalation decisions independently during regional business hours\n\nIdentify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product\n\nContribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale\n\nWhat You'll Need\nA structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.\nThe Ideal Candidate:\n6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)\nEnjoys debugging complex issues\nCommunicates clearly with both technical and non-technical stakeholders\nTakes ownership of problems until resolution\nDetail-oriented and methodical when analysing systems\n Core Technical Skills:Ability to troubleshoot complex software systems\nWorking knowledge of SQL\nExperience investigating issues using data and database queries\nFamiliarity with browser developer tools (DevTools, Network tab)\nAbility to inspect request/response data (e.g., JSON payloads)\nStructured problem-solving and root cause analysis\nBonus Points For\nExperience supporting SaaS or enterprise software\nFamiliarity with application logs and debugging workflows\nExperience working with ticketing systems and customer-facing technical support\nExposure to relational database schemas and data models\nWhy You’ll Love Working with Us\nWork in a fast-growing and interesting industry\nFlexible work that best fits your needs and the role\nCompetitive compensation\nTop-notch offices and equipment\nContinuous improvement and learning opportunities to grow your career\nTeam activities, not the usual one just to look nice on social media but what our team choose and ask for\nA great team of engaged passionate and helpful people","description_format":"text","description_chars":4292,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-14T00:11:31Z"}],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.104,"p_room":0.28,"age_days":212,"expected_fill_days":7,"reasons":["conf:6","win:tail","crowd:"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cenosco-senior-technical-support-engineer","json_url":"https://alion.io/job/cenosco-senior-technical-support-engineer.json","meta":{"generated_at":"2026-09-24T16:05:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}