Executive - Global Technical Support

Delivery Hero
Kuala Lumpur
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Interpersonal skills","Autonomy","Integrity","Analytical thinking"]

Support clients across SEA, ANZ, and Taiwan for TabSquare solutions by troubleshooting and resolving technical product issues via phone, email, WhatsApp, and live chat within SLAs. Own ticket creation and accurate categorization, provide ongoing status updates, identify bugs and escalate to internal Level 2/3 teams, and flag high-impact infrastructure concerns. Work autonomously with a client-operations mindset and continuously recommend improvements.

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FursaFursa
Delivery Hero
Delivery Hero
17 hours ago

Executive - Global Technical Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 10 months ago

Job Summary

Support clients across SEA, ANZ, and Taiwan for TabSquare solutions by troubleshooting and resolving technical product issues via phone, email, WhatsApp, and live chat within SLAs. Own ticket creation and accurate categorization, provide ongoing status updates, identify bugs and escalate to internal Level 2/3 teams, and flag high-impact infrastructure concerns. Work autonomously with a client-operations mindset and continuously recommend improvements.
Location: Kuala Lumpur
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Acknowledge, troubleshoot, and resolve technical support queries end-to-end via phone, email, WhatsApp, and live chat within SLAs.
  • •Exhaust troubleshooting opportunities and log/track issues in ticketing tools with accurate problem statements and categorization.
  • •Own client communication throughout the support query, including periodic status updates.
  • •Identify potential bugs and escalate to relevant internal teams; flag potential high-impact infrastructure issues.
  • •Liaise with Level 2/Level 3 teams and internal stakeholders on troubleshooting and payments/billing-related queries, and recommend continuous improvement ideas.

Key Requirements

  • •Minimum 1 year of working experience in a technical, help desk, application, or SaaS support function.
  • •Strong written and oral English communication skills.
  • •Mandatory: Proficient in Mandarin, especially Traditional Chinese, for supporting the Taiwan market.
  • •Experience troubleshooting issues for regional clients and a good understanding of content management systems.
  • •Analytical ability to troubleshoot complex content, network, and printer issues; experience with Freshdesk, TeamViewer, and Datadog is required.
Experience:1+ yearsSaaS
Skills:CommunicationInterpersonal skillsAutonomyIntegrityAnalytical thinking
Languages:EnglishMandarin
Tech Stack:FreshdeskTeamViewerDatadogContent management systems

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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