Technical Support Engineer

We are looking for a skilled and service-oriented Technical Support Engineer to join our growing team. In this role, you will be the first point of contact for RunCloud users—providing guidance, resolving technical issues, and ensuring a smooth user experience. You’ll work across multiple support channels and collaborate closely with internal teams to ensure seamless support experience. Whether you’re guiding someone through their first web app deployment or troubleshooting advanced server issues, you’ll be making a real difference every day.

Please note that while this position is posted by RunCloud (Malaysia), the role will be under the payroll of our Indian counterpart, Etica Studio.

What You’ll Do:

Technical Support & Troubleshooting

• Take full ownership of customer issues end-to-end, coordinating with internal teams and providing updates until the issue is fully resolved.
• Deliver high-quality support within defined SLAs via help desk systems and assigned channels.
• Diagnose, troubleshoot, and document issues before escalation to higher-level teams.
• Use available documentation, technical guides, and data (logs, dashboards, reports) to proactively identify, investigate, and resolve issues.
• Analyze performance trends and generate reports to provide actionable insights to management.

Escalation & Incident Management

• Escalate product bugs, performance issues, or system errors to Product, Engineering, and other relevant teams with detailed context and urgency.
• Write and maintain detailed Root Cause Analyses (RCA) and incident reports, including corrective and preventive actions.
• Participate in post-incident reviews and continuous improvement efforts.

Collaboration & Knowledge Sharing

• Maintain clear, consistent communication with internal teams and stakeholders throughout the issue lifecycle.
• Mentor and upskill support engineers through training, guidance, and knowledge transfer.
• Write and update internal Knowledge Base articles, support SOPs, and runbooks.

Continuous Learning & Product Expertise

• Stay up to date with product changes, technical best practices, and new tools to maintain a high level of service quality.
• Contribute to continuous team improvement by sharing patterns, findings, and feedback across teams.

Shift-Based & 24/7 Support

• Be prepared to work rotational shifts, including evenings, weekends, and non-standard hours, as part of a global 24x7 support operation.

Qualifications / Requirement:

• Bachelor/Degree in Software Engineering / Computer Science or equivalent practical experience.
• 2- 4 years of experience in Technical Support or System Administration.
• Strong knowledge of Linux server environments (especially Ubuntu).
• Familiarity with web technologies: Nginx, OpenLiteSpeed, PHP-FPM, MySQL, MariaDB
• Experience with cloud providers like AWS, DigitalOcean, Linode, Vultr, etc.
• RunCloud or similar panel experience (e.g., Plesk, cPanel), is a plus.
• Ability to work with a team and a good team player.
• Calm under pressure, empathetic, patient, and customer-focused.
• Good analytical and problem-solving skills.
• Proficiency in both written and Spoken English.
• Willing to work an 8-hour rotational shift as part of a 24/7 schedule, including nights, weekends, and public holidays.

Schedule: Monday - Saturday

Supplemental Pay:

• Performance bonus
• Yearly bonus

Job Type: Full-time

Pay: ₹20,000.00 - ₹45,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Shift:

• Day shift
• Evening shift
• Night shift

Application Question(s):

• Please state your current CTC and expected CTC.e your current salary or last drawn salary and expected salary.