[Hiring] Senior Product Support Engineer @InvestorFlow

Role Description

The Principal Product Support & TechOps Engineer is a senior, hands-on Product Support role responsible for assisting clients with complex technical issues related to a .NET application hosted on Microsoft Azure. In addition to direct client support, this role performs proactive system monitoring and supports infrastructure changes in close partnership with TechOps to ensure platform stability and operational readiness. The focus of the role is high-quality, senior-level product support, with infrastructure awareness used to prevent issues and accelerate resolution. Strong English communication skills and advanced SQL capabilities are essential for success in this role. This individual must be based in Malaysia.

You Will:

• Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues.
• Own support cases end-to-end, including investigation, communication, resolution, and follow-up.
• Troubleshoot issues across application behavior, data, integrations, and system usage.
• Clearly communicate findings, progress, and resolutions to clients and internal stakeholders.
• Document support cases, root causes, and resolutions in a structured and consistent manner.
• Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues.
• Proactively monitor system health and availability using established monitoring and alerting tools.
• Respond to system alerts and anomalies in coordination with TechOps.
• Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients.
• Participate in incident response and post-incident review activities as needed.
• Partner with Engineering, Product, and TechOps to resolve issues and improve product stability.
• Perform root cause analysis and recommend preventative measures to reduce support volume.
• Participate in incident, change, and problem management processes.
• Identify opportunities to improve support workflows and platform reliability.

Qualifications

• Excellent written and verbal English communication skills.
• Extensive experience in hands-on product support, with the ability to independently resolve complex technical issues.
• Strong experience supporting .NET applications hosted on Microsoft Azure in a production environment.
• Advanced SQL skills for data analysis, troubleshooting, and investigation.
• Proven ability to work directly with clients and manage complex support cases.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience reviewing logs, system metrics, and error messages to diagnose issues.
• Working knowledge of Windows Server and IIS as they relate to application support.
• Familiarity with system monitoring and alerting tools in a production environment.
• Strong documentation discipline and attention to detail.
• Ability to collaborate effectively with Support, Engineering, and TechOps teams.

Bonus Points for:

• Experience supporting platforms in alternative assets, financial services, or other regulated industries.
• Familiarity with Azure monitoring and logging tools.
• Exposure to infrastructure change management or release validation.
• Knowledge of scripting or automation for troubleshooting (e.g. PowerShell).

Company Description

InvestorFlow is an investor and deal engagement platform that prioritizes intelligent digital experiences, productivity, and engagement. Our cloud-native platform integrates deal flow management, fundraising, reporting, and investor services. We are proud to serve over 175 clients, including 25 of the top 50 alternative asset managers, managing more than $6 trillion in assets, 750 funds, and 90,000 LPs. Headquartered in San Francisco, California, we are committed to driving innovation and inclusivity in the financial industry.