Location: Kuala Lumpur, MY
Department: Support
Role: Technical Customer Support (APAC)
Mode: Full-time role
About Aelyst
Aelyst is an AI-powered omnichannel CRM and messaging automation platform built for SMBs in Indonesia and Malaysia. We help businesses capture, convert, and retain customers across WhatsApp, Instagram, and every channel their customers already use — all from one inbox, powered by AI agents that actually close deals.
We are a lean, fast-moving team building for the fastest-growing SMB market in Southeast Asia. Join us and help shape how millions of businesses talk to their customers.
Our Culture
- Solve Real Problems: Every feature must solve a real customer pain point. No guesswork — just feedback and shipped value.
- The 80/20 Rule: We focus on the 20% of work that creates 80% of the value. Simple is powerful.
- Be Direct: Honest feedback, problems tackled head-on. Clarity moves us forward.
- Own It: We step up, help out, and drive outcomes — together.
- Speed Is a Feature: We ship fast, learn fast, and fix fast.
Role Description
You will be the go-to technical resource for Aelyst customers across APAC — resolving integration issues, explaining how features work under the hood, and turning frustrated moments into loyalty. Your main priority is excellent support and customer satisfaction.
Responsibilities
- Deliver high-quality technical support to customers of our SaaS platform via chat, email, and video calls
- Troubleshoot WhatsApp Business API, channel connection, webhook, and automation issues to resolution
- Resolve inquiries in a timely manner using full understanding of the product, its functions, and the customer's business needs
- Reproduce, document, and escalate bugs to engineering with clear technical detail
- Monitor common questions and partner with cross-functional teams to suggest product and docs improvements
- Empower customers to self-serve through great help content
Qualifications
- 2+ years in a technical or customer support role, preferably in SaaS
- Experience with at least one of: API integrations, WhatsApp Business API, or AI/chatbot products
- Excellent communication in English; Bahasa Indonesia or Malay is a strong plus for this region
- Ability to clearly explain complex ideas verbally and in writing
- Ability to dig deeper and uncover the customer's true objective behind a question
- High empathy and a team-oriented, always-learning attitude
- Able to work in a fixed shift covering APAC hours
What's In It For You
- You will be part of a small team with real ownership — your work ships to customers, fast.
- You will grow more here than you would anywhere else. That is a promise.
- A highly competitive compensation package.
- Flexible working environment and working hours that fit your lifestyle.
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