Support Engineer
I turn difficult enterprise incidents into clear fixes, useful tools, and better product experiences.
Based in Kuala Lumpur · Remote since 2020 · 9+ years
During a customer performance war room, I traced the pressure to the old configuration used for the initial migration and recommended safer workload and Puma limits within the database connection budget after migration. The errors stopped, developers kept working, and I built a reusable calculator for real-time calculations.
Built a Slack bot that users can trigger with a specific emoji reaction to detect timestamps, convert them to UTC, and add a link to view local time. It simplifies conversion and is used company-wide.
I moved from software engineering to systems administration and technical support, working where software, infrastructure, and people meet.
I investigate beyond the visible symptom, keep customers informed, and turn recurring issues into improvements for the next person.
Feb 2024 – Jun 2026
Supported complex self-managed enterprise environments across application, database, authentication, integration, and infrastructure layers in APAC.
Feb 2019 – Aug 2020
Maintained 99.95% availability for systems supporting 3,000+ developers and helped reduce downtime by 40% through upgrades, monitoring, and automation.
Sep 2017 – May 2018
Developed loan-management workflows with Oracle PL/SQL and IBM DB2, translated client requirements, and contributed to Agile delivery as Scrum Master.
For conversations about support engineering, customer experience, and practical tools, get in touch.