- Location
- Remote Work Malaysia (Penang)
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Experience
- 2+ years
- Education
- PhD
- Source
- Workday
Description
About Centific
Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.
Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.
About Job
Job Description
We are looking for a Technical Support professional to manage high-impact customer incidents and coordinate timely resolution across global teams. This role will act as the central point of contact during critical service disruptions, ensuring effective communication with stakeholders and maintaining high customer satisfaction.
Key Responsibilities
Manage and coordinate critical customer escalations in a global environment
Act as the single point of contact for high-severity incidents
Collaborate with cross-functional teams to ensure timely issue resolution
Provide regular updates to customers and internal stakeholders during incidents
Track incident progress and ensure accountability across teams
Maintain incident documentation and reporting
Provide weekend or off-hours support when required
Job Requirements
2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations
Proven experience supporting enterprise-level customers in English and at least one of the following languages: Mandarin, Korean, or Japanese
Strong written communication skills in English and proficiency in Global Mandarin, Korean, or Japanese
Comfortable collaborating with global teams across multiple time zones to deliver timely and effective resolutions
Demonstrates a strong sense of ownership, accountability, and responsibility
Able to perform effectively under pressure while meeting strict SLAs
Capable of handling challenging customer situations with professionalism and composure
Working Arrangement
9 working hours per day, inclusive of lunch break
4 weekdays and 1 weekend shift per week
Employees may be required to observe the public holidays of the supported country (e.g., Japan or South Korea), depending on project assignment