Senior/Lead Technical Support Engineer

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About this role

Senior/Lead Technical Support Engineer Remotely in Malaysia About Parloa Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale. About the role: As a Lead Technical Support Engineer , you will play a key role in delivering reliable and high-quality customer experiences with Parloa's conversational AI platform. Acting as a bridge between customers and internal teams, you'll troubleshoot complex issues, guide users, and ensure they unlock the full value of our product. This is your opportunity to combine technical depth with customer impact-solving real problems, improving how support operates at scale, and shaping the overall customer experience through insights from the field. Areas of ownership: - Technical Support & Troubleshooting: Own and resolve customer issues end-to-end, ensuring timely, high-quality responses and sustainable solutions. - Escalation Management: Act as an escalation point for complex technical challenges, working closely with Product and Engineering to drive resolution. - Customer Enablement: Guide and educate customers on the effective use of the platform to help them unlock its full potential. - Process & Quality Improvement: Contribute to improving support processes, documentation, and best practices to

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