Your Responsibilities
Experience with modern automation and AI-assisted workflows (e.g., AI copilots, scripting, automation tools) and AI-driven development approaches such as vibe coding using tools like Cursor, Lovable, and similar platforms.
General knowledge of XR media platforms and video engineering tools, including Vantage, Cambria, Uninode, MediaMate, Baton, GLIM, ATS, and related media processing software.
Familiarity with media workflows including transcoding, captioning vendors, watermarking/fingerprinting, and transfer technologies (e.g., Aspera).
Knowledge of monitoring and infrastructure tools such as Zabbix and AWS services (S3, AMI).
Technical experience in several of the following areas: SQL/NoSQL databases, Linux/Unix, Windows Server, networking, REST APIs, JSON/XML, Git, Jenkins, scripting (JavaScript/Bash), and cloud monitoring tools.
o Line management of the Support Team in Kuala Lumpur, overseeing team knowledge, performance, and professional development.
o Recruit, onboard, and train new team members, providing ongoing coaching, mentoring, and on-the-job training.
o Monitor day-to-day support operations and ensure adherence to established processes, quality standards, and best practices.
o Ensure the team meets SLA targets, maintains high Customer Satisfaction, and delivers against key operational metrics.
o Drive operational improvements by identifying opportunities for automation, increasing efficiency, and reducing cost per ticket.
o Manage and communicate key operational updates, including system health, support performance metrics, and departmental insights.
o Collaborate with Regional and Global Support Managers to align support processes, coordinate rota management, and implement best practices.
o Act as the escalation point for complex customer issues, advocating for customer needs and ensuring timely resolution.
o Proactively identify opportunities to improve internal processes and enhance the overall customer experience.
o Occasionally work outside regular business hours to support global operational needs and perform other relevant duties as assigned by management
o Act as Incident Owner during assigned shifts for technical issues impacting Support services, coordinating with DevOps, Cloud Ops, and other technical teams.
o Drive incidents end-to-end through investigation, resolution, and communication, ensuring clear ownership and timely follow-up across teams.
o Monitor and report on recurring issues, ensuring root causes are identified and resolved.
o Ensure all major incidents include a completed Root Cause Analysis (RCA) with documented corrective and preventative actions.
o Manage and continuously improve the Support knowledge base, ensuring documentation is accurate, structured, and scalable.
o Maintain documentation standards for runbooks, SOPs, FAQs, and operational guides, ensuring they remain current and actionable for day-to-day operations.
o Collaborate with Support, Engineering, and Operations teams to ensure processes and documentation reflect real operational workflows.
o Translate incident learnings and operational gaps into process improvements, documentation updates, and increased operational readiness.
Maintain high standards of transparency, accountability, and customer impact awareness throughout incident management.
Requirements
o 5+ years of managing a Customer Support team (10+ agents) within a technology environment.
o 5+ years of experience in Technical or Application Support.
o Strong troubleshooting skills with the ability to manage complex technical issues and cross-team escalations.
o Experience monitoring and improving support performance, including SLA and customer satisfaction metrics.
o Passion for team development, mentoring, and building a positive support culture.
o Strong communication and collaboration skills across technical and business teams.
o Fluent in English (written and spoken) and willing to work outside standard hours when require