{"id":2689624,"url":"https://alion.io/job/kneat-application-technical-support-engineer","title":"Application Technical Support Engineer","company":{"id":2239170,"name":"Kneat","domain":"kneat.com","url":"https://alion.io/company/kneat","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"Service Desk","optional":false},{"name":"Azure","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-29T08:47:29Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Application (Customer) Tech Support Engineer - Malaysia\nKneat enables regulated organizations to move from paper-based validation to intelligent, digitized, paperless solutions.\nAnd we do it through the ongoing development of a powerful, purpose-built software platform. In 2014, after eight years of intensive software development, we launched Kneat Gx-the world’s most advanced validation software to help revolutionize the speed, precision, transparency, and intelligence of validation in the Life Sciences sector.\nOur solution is now used by some of the world’s leading Life Sciences companies.\nWhat we’re looking for:\nAs Kneat continues to expand, we are looking for an enthusiastic Application Technical Support Engineer to join our global Customer Tech Support team.\nPosition overview:\nReporting to our Customer Tech Support Manager, the Application (Customer) Tech Support Engineer will provide application technical support for our Kneat Gx customers for the APAC region.\nThis is a hybrid role, working as part of a global team. The office location is Kuala Lumpur, Malaysia.\nThe successful candidate will be an individual who is customer orientated, highly motivated with a demonstrated ability to work under pressure by handling multiple tickets simultaneously, as well as learning new products/technologies, skills and procedures along the way.\nYou will work as part of an overall service desk support team to ensure that all issues and requests submitted to the centralised service desk, and assigned to your queue, are dealt with promptly, appropriately and courteously.\nThe role will also require awareness and compliance with established SLAs and will also require the role holder to conform to all Information and Cyber Security policies and procedures that are in place. If this sounds like you, we want to hear from you!\nResponsibilities:\nLogging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers;\nConducting regular follow ups with customers with recommendations, updates and action plans associated with tickets/issues.\nDocumenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue, until it is completely resolved.\nAnalysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements.\nAbility to diagnose address application issues.\nExceptional ability to provide front-end support to internal departments and web-based clients.\nThe ability to analyse log files and find problems based on exceptions recorded in application log files\nThe ability to identify steps to reproduce software issues that have been reported by our customers\nDevelopment of workarounds for software issues reported where workarounds do not already exist.\nCreation and maintenance of knowledge base content for peers and customer use and reference, ensuring that known issues and workarounds are clearly documented in the knowledge base.\nIdentification of training needs for customers, and development of operation documents to address these issues.\nCollaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability.\nSetup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups.\nCommunicating application problems and issues to key stakeholders, including Management, Engineering, Professional Services and Sales teams.'\nContribute to the development and implementation of a best-in-class, multi-level customer support model, in consultation with other functions and stakeholders, that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology.\nContributing to the continuous improvement of Kneat’s Customer Support processes and procedures.\nBecoming an application expert and training resource for the Customer Support team.\nPreparing end user and technical user documentation.\nSupporting Operations and Sales teams in the field for all project requirements, including specification development to customer requirements, installs, upgrades configuration.\nAttending customer meetings/sites, when required, to support issues, installations, training, go lives review meetings, always providing a high level of customer service.\nEnsuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues.\nReporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system, ensuring traceability between Zendesk and Azure DevOps.\nContributing to the continuous improvement of tech support strategies and productivity.\nEmployees are required to be available for work between 8:00 a.m. and 5:30 p.m., Monday to Friday, and on weekends as required, with specific working hours agreed in advance with their manager.\nMinimum qualifications:\nBachelors degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.\nMinimum of 2 years’ hands-on experience.\nStrong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.\nLogical approach to problem solving, self-motivated and enthusiastic.\nStrong interpersonal communication and customer service skills are needed to work successfully with customers in high urgency and/or ambiguous situations.\nExperience in a technical customer-facing role.\nExcellent written and verbal communication skills in English as this will be a customer-facing role.\nDemonstrate a proactive approach and ability to prioritise own workload.\nWilling to travel, if required\nNice to haves:\nExperience working with programing languages\nWorking knowledge of SQL databases would be advantageous.\nWorking knowledge of front-end and back-end programming languages would be advantageous e.g.: chrome dev tools, HTML, etc.\nWhat we offer you:\nAt Kneat we truly value ideas and collaboration so we’ve created an environment that builds, protects, and celebrates teamwork.\nOur strong culture is central to our continued success.\nWe offer programs and rewards that one would expect from a highly successful and growing technology company.\nA fantastic culture, team, and energy.\nCompetitive compensation.\nComprehensive benefits package.\nFlexible work arrangements.\nTraining and professional development.\nKneat is proud to be an equal opportunity workplace and is an affirmative action employer.\nWe are committed to Equal Employment Opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.\nReasonable accommodations may be made to enable qualified individuals with disabilities or special needs to perform these essential functions.\nIf you have a disability or special need that requires accommodation to complete this application form, please contact us at +353 (0)612 038 26 (Ext 2004) or email us at  for 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