Customer Support Application Specialist

Accuris - Job Description
Job Title:
Customer Support Application Specialist
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The Team:
Our Customer Care team supports the full Accuris Engineering Solutions product suite-including Engineering Workbench (EWB), Goldfire, Thread, and more. We are a collaborative, global, multi-tier technical support organization dedicated to ensuring high-quality customer experience, quick issue resolution, and continuous learning. The team values technical curiosity, cross-functional communication, and a strong sense of ownership.
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The Impact:
In this role, you directly support our customers' ability to operate, configure, upgrade, and troubleshoot Accuris products effectively. Your technical expertise and problem-solving skills help maintain customer satisfaction across APAC and globally. The position enhances product adoption, reduces downtime, and strengthens Accuris' presence as a trusted engineering solutions provider.
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Responsibilities:• Provide operational, configuration, upgrade, and usage support for Accuris products including EWB, Thread, Goldfire, and others.• Troubleshoot issues across client environments-including Windows, IIS, networking, authentication, cloud, and integrations.• Take ownership of customer requests (technical, informational, change-related), ensuring correct diagnosis, prioritization, and resolution within service levels.• Collaborate with cross-functional global teams to drive timely issue resolution.• Maintain clear, consistent communication with internal stakeholders, leadership, and external customers.• Provide phone and web-based guidance on product navigation, best practices, and general usage.
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What We're Looking For (Technical Skills):• Strong understanding of Microsoft environments (Windows Client & Server OS, IIS, browsers), networking fundamentals, Active Directory/LDAP, and MS SQL.• Experience supporting applications in customer-premise and public cloud environments.• Ability to learn new technical concepts, tools, and products quickly.• Experience working in enterprise-class CRM systems (Salesforce preferred).• Exposure to troubleshooting integrations through APIs/SDKs (preferred but not required).
Preferred (but not required):• Japanese language ability-preferred but not mandatory.
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Soft Skills & Team Fit:• Excellent verbal and written communication skills; ability to explain complex concepts to technical and non-technical audiences.• Strong problem-solving ability and curiosity for learning new technologies.• Team-oriented mindset with a willingness to collaborate globally.• High sense of ownership, accountability, and customer-first attitude.
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Education & Experience:• 4+ years of customer-facing technical support experience.• Bachelor's degree in Computer Science or related discipline.
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The Location:
Malaysia, Hybrid. (No travel requirements.)
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About Us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack, and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.
Our mission: Build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. ( https://www.spglobal.com/engineering/en/index.html )
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.