Insider One

Software Support Specialist - Malaysia

Posted 17 Days Ago

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Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, MYS

Hybrid

Junior

Marketing Tech • Software • Conversational AI • Generative AI

The #1 platform that brings everything marketing and customer engagement teams need in one place, to become unstoppable.

The Role

This role involves supporting partners with technical issues, coordinating with Customer Success Managers, and advocating for product improvements based on partner feedback.

Summary Generated by Built In

First things first: What is this role about?

You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we’re a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word “diversity” very seriously. But that’s exactly why we think that nothing says more than the real experience. We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us

What You Will Do

play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,
become an excellent communicator while mastering problem-solving skills,
work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.

What You Will Need

A university degree in Business, Marketing, Engineering, or related fields
1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
Strong communication skills in writing (English)
High sense of responsibility and accountability
Ability to provide timely responses and follow up systematically
A natural problem solver with a positive attitude and love for helping others succeed
Good debugging/troubleshooting skills
Knowledge of HTML, CSS, or other programming languages is a plus

What We Offer

Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru.
Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
Help build the team you want to work with and enjoy rewarding referral bonuses.
Opportunities to give back to your community through volunteering and purpose-driven social impact projects.
From global retreats to team-building activities, expect year-round events that turn into lifelong memories.

Was this position made for you?

So let’s talk! We’re curious bugs and can’t wait to get to know you.

Top Skills

CSS

HTML

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The Company

1,512 Employees

Year Founded: 2012

What We Do

Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search. Insider One provides the ultimate vendor experience, proven in fifteen industries and more than 30 countries for more than a decade, to help teams be first, be focused, and be progressive, redefining what it means to lead in customer engagement. Trusted by 2,000+ customers, including some of the world’s most loved brands like Samsung, L’Oréal, Unilever, Allianz, ING Group, Toyota, Singapore Airlines, and GAP, to accelerate growth, build customer love, and become a market leader. Loved by customers, recognized by analysts, Insider One is the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need, including AI, Customer Data Management, Cross-Channel Journey Orchestration, and Personalization, offering brands unrivaled product excellence within a single consolidated platform. Accolades include: - Leader in the IDC MarketScape: Worldwide AI-Enabled Marketing Platforms for Enterprise Companies 2025 - Leader in the Gartner Magic Quadrant for Personalization Engines, 2025 - #1 Customer Choice: 2025 Gartner Voice of the Customer for Personalization Engines - Leader in the Forrester Wave for Experience Optimization Platforms, Q4 2024 - The Gartner Customers’ Choice for Multichannel Marketing Hubs in 2025 - The #1 G2 Leader in 11 categories, including CDP, Personalization Engines, Mobile Marketing, Customer Journey Analytics, SMS Marketing, WhatsApp Marketing, eCommerce Search, and eCommerce Personalization, with a perfect 100/100 user satisfaction score.