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L2 Support Engineer

IT - General
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Kuala Lumpur, Kuala Lumpur

About The Job

About the project:

The product is a highly scalable platform that aggregates and normalizes clinical data from EHR (Electronic Healthcare Records) and uses data science and data engineering to draw actionable insights from that data to provide better care. You would be joining a project with modern technologies and minimize “tech debt”. The client’s business is growing, and they need talented team members to support them 24/7

Your day-to-day activities: 

  • Work as a member of the support team operating 24/7 schedule 
  • Facilitate resolving customer product and technical inquiries and provide first and second level support.
  • Provide high availability and rapid response to all customer issues/escalations
  • Assist in managing implementation, upgrades, and environment deployment support for hosted customers.
  • Create accurate and complete documentation on all customer interactions and problem diagnostics.
  • As needed, escalate issues appropriately, rapidly, and with necessary supporting documentation
  • Educate customers as necessary to enable them to support themselves or resolve their issues.
  • Collaborate with colleagues to ensure the team can meet or exceed SLAs.
  • Communicate clearly at an appropriate level to provide a professional and knowledgeable experience for customers.

Job Requirements

You Perfectly Match If you have:

  • 3+ years of experience working in technical support troubleshooting web applications
  • Excellent communication skills and at least Upper-Intermediate English (including spoken)
  • Ability to maintain a calm, professional demeanor while balancing multiple priorities
  • 3+ years of  experience with Linux (Ubuntu) administration
  • Good networking understanding
  • Experience with advanced AWS administration (Cloud Watch, Spot Fleets, ASG)
  • Familiar with programming concepts including source control
  • Experience with SQL and NoSQL databases (especially Mongo)

Nice to have:

  • Phone support experience 
  • Programming experience (any language)
  • Experience with Docker/Kubernetes
  • Familiarity with medical terminology (C-CDA, HL7)
  • Experience with Kibana and Prometheus
  • Familiarity with Terraform

Our Culture


● The clear growth path for every role and regular performance reviews
● Meaningful projects with an impact on real-world problems
● Lots of senior developers and mentors
● High-trust environment: no time-trackers and flexible schedules
... and other benefits:
● Very little bureaucracy
● Personal development compensation: from English classes to Udemy courses
● Quarantine-friendly cozy offices
● Parties, team buildings, and weekly pizza/sushi days
A quick fact about Newfire Global Partners:
While searching for an office we had one important requirement: to be at the top of the center. That’s why you can see Opera’s spire from each of our L’viv offices.


Newfire Global Partners is an American company offering leading organizations full-suite support across technology, product, and marketing services. Our worldwide operations span three continents and serve impactful industries such as digital health, IoT, and education technology. Our founders saw a tremendous need to help organizations bring innovation to the market and an opportunity to create a company culture that reflected our ideals.
At a town hall meeting, one of our team members described our culture as the ’family of professionals,’ and the phrase kinda stuck. This is a sentiment that we are both proud of and work very hard to maintain. That’s why we:
● Are always particular in terms of project selection
● Don’t maintain large offices with 150+ people
● Follow the servant-leadership model with a flat hierarchy
Learn more about what we stand for —
During such uncertain times, we are also trying to provide every team member with an environment to grow and succeed.