TapwayAbout TapwayTapway Sdn Bhd leverages the power of AI Vision, Edge IoT, and Cloud technologies to transform the physical world through automation.
We enable businesses to build, train, deploy, and monitor AI Vision solutions at scale by helping them eliminate low-skilled manual labor, enhance service quality, experience, and strengthen safety and security across physical environments.
Today, Tapway powers advanced AI solutions for industries such as retail, transportation, manufacturing, industrial operations, and smart facilities delivering high accuracy, high uptime and real-time insights.
Our Vision is to democratize AI Vision by enabling anyone regardless of technical background to quickly and affordably build, train and deploy AI-powered solutions for the physical world.
Our Mission To deliver a powerful, scalable platform that empowers businesses with physical premises to:
Reduce reliance on low-skilled manual labor
Improve operational efficiency and service quality
Enhance safety, security, and real-time decision-making
Unlock faster, smarter automation with vision intelligence
If you thrive in a fast-paced environment and want to be part of the AI Vision revolution, join us on this exciting journey of innovation and growth.
Why Join Tapway?
Work Culture & Growth
Vibrant and dynamic work environment
Modern, fast-growing AI Vision & Cloud technology industry
Opportunities to work on cutting-edge, large-scale AI deployments
Clear learning & career advancement pathways
Hybrid working arrangement — 2 days WFH, 3 days WFO
Flexible working culture focused on output and ownership
Competitive salary & performance rewards
Medical coverage (GP, specialist, hospitalisation)
Optical & Dental coverage
Work Anniversary and Birthday Leaves
Training & development support (courses, certifications)
Team activities, company events, and engagement programs
Tapway is redefining how physical spaces operate using AI Vision and Big Data. As a member of our team, you will play a key role in developing, supporting, or delivering solutions that run across edge devices, cloud infrastructure, and enterprise environments.
Role-Specific Responsibilities:
Troubleshoot and resolve technical issues for customers and internal teams.
Assist users with setup, configuration, and usage of Tapway solutions.
Escalate complex issues to engineering while maintaining clear communication.
Maintain accurate support documentation and track incidents efficiently.
Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
Ensure resource availability and allocation
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.
Basic knowledge of computer networking and operating systems
Any experience in project management and technical support fields is a plus
Basic software or programming knowledge and basic Network configuration, such as SQL (optional), IP Networking, IP Camera Setting or Linux Operating System
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 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
Must be willing to work in a highly dynamic and challenging technology company environment.
Experience handling L1 support tickets using platforms such as Freshdesk, Zendesk, or similar
Familiarity with AWS services , strong Linux command-line skills and experience with docker troubleshooting
What We Look For — Tapway Core ValuesCustomer & Result-Driven — You care deeply about delivering value and results for customers, and always push for high-quality outcomes.
Bold & Creative Thinker — You dare to dream big, think differently, and propose new ideas or improvements.
Agile & Fast-Moving — You work with speed and flexibility, adapting quickly to change and acting decisively.Always Day 1 — You remain curious, hungry, and always ready to learn — as if every day is Day One.
Passionate & Purpose-Driven — You bring energy, enthusiasm, and passion to your work, with a strong sense of purpose.
Service-Level Agreement
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