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Project Manager / Technical Support Manager

Project Management
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Petaling Jaya, Selangor

About The Job

Tapway is growing fast and we are looking to expand our project management and technical support team. Thus, we are looking for a project manager cum technical support manager to:
  • Coordinate internal resources and third parties/vendors to install, configure, maintain, support and secure Tapway cameras, sensors, and software across all customer locations for the flawless execution of projects
  • Ensure that all projects are delivered on-time, within the scope and within budget
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
  • Ensure resource availability and allocation
  • Develop a detailed project plan to monitor and track progress
  • Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
  • Track project performance, specifically to analyze the successful completion of short and long-term goals
  • Report and escalate to management as needed
  • Manage the relationship with the client and all stakeholders
  • Perform risk management to minimize project risks
  • Create and maintain comprehensive project documentation
  • Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
  • Perform application and system deployment and testing. 
  • Monitors incoming cases and emails and resolves in accordance with Service Level Agreement (SLA). Uses available support tools (i.e. Tapway helpdesk) to assist the customer and/or recreate the issue.
  • Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's responsibility to fully comprehend the need, product issue, and best avenue for resolving the problem.
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
  • The document, develop and maintain installation, configuration and troubleshooting procedures.
  • Liaise with software developers to resolve technical issues reported by customers.
  • Teach customers how to use Tapway software.

Job Requirements

  • 1-2 years of working experience in project management or technical support fields
  • Basic knowledge of computer networking
  • Basic software or programming knowledge, such as SQL (optional)
  • Possess good software and hardware troubleshooting skills. 
  • Must have own transport to travel to client's sites
  • Must be willing to work on short notice outside of work hours 
  • Team player and able to deliver solutions within a tight timeline. 
  • Good communication skills in written and spoken in English and Bahasa Malaysia. 
  • Individual who is passionate, resourceful, self-motivated, highly committed, a team player and able to motivate others
  • An unending willingness to learn
  • Strong leadership qualities
  • Must be willing to work in a highly dynamic and challenging technology company environment.

Our Culture


Tapway is an end-to-end tracking solution provider for businesses to capture consumer behavior and location movements in physical premises.

By leveraging connected sensors and Artificial Intelligence (AI) technologies, businesses can now track behavior of people, vehicles and assets in order to improve customer experience, streamline business operation and enhance security.

Our solution capabilities include:
  1. Tracking mobile device locations via Wi-Fi and Bluetooth technologies
  2. Translating video feeds into intelligence such as people counting, dwell time analysis, vehicle license plate recognition, vehicle flow analysis, face recognition, demographics analysis and much more.
  3. Sending push notification based on location and consumer behavior.

Started humbly in 2014 in Malaysia, Tapway now has more than 1000 sensors in Malaysia and Singapore, and have secured key partnerships with telcos, with many more in the pipeline in over 4 countries in Southeast Asia. Tapway was created by two accomplished technologists from the aerospace industry, Lim Chee How and Justin Loh, who believe that technologies can revolutionize the slow-evolving brick-and-mortar industry to create a much better customer experience.



To be the world’s top behavioral tracking solution provider for businesses with physical premises.

  • To develop behavioral tracking solutions, leveraging Artificial Intelligence technologies and connected sensors, to capture every consumer interaction touchpoint
  • To provide end-to-end tracking solutions to improve customer experience, enhance security and streamline business operations.