Application Support Manager – F&B SaaS (Central Kitchen & Outlet Operations)
Salary: RM 7,500 – RM 9,500 per month
About the role
As the Application Support Manager, you will lead the day-to-day support function for the RMS platform and related solutions. You will be responsible for support-team performance, service quality, customer escalations and continuous improvement of support processes. This is a hands-on leadership role where you will guide and develop the support team while personally assisting with complex application, database, integration and operational issues when required. You will work closely with customers and the Development, Implementation and Product teams to ensure incidents are resolved effectively and recurring issues are addressed at their root cause.
Key responsibilities
Lead, coach and support the Application Support team in delivering timely and professional customer support
Assign and balance tickets based on priority, complexity, team capacity and required expertise
Set clear service expectations and monitor individual and team performance
Conduct regular case reviews, coaching sessions and knowledge-sharing activities
Own the overall management of support cases received through the ticketing system, email, chat and other approved customer channels
Monitor response time, resolution time, backlog, ticket ageing and SLA performance
Take ownership of critical incidents and complex customer escalations
Provide hands-on support for complex issues involving the RMS platform, databases, integrations, POS, accounting systems, cloud applications and related solutions
Build effective working relationships with customers and act as the main escalation point for significant support matters
Analyse ticket trends to identify recurring issues, training gaps and opportunities for system or process improvement
About you
Diploma or Degree in Information Technology, Computer Science, Information Systems or a related discipline
At least five years of relevant experience in application support, SaaS support, ERP support, technical support or service-desk operations
At least two years of experience leading, supervising or mentoring a support team is preferred
Demonstrated experience managing customer escalations, critical incidents and competing operational priorities
Experience monitoring service levels, ticket backlog, response time and resolution performance
Strong application troubleshooting, analytical and problem-solving skills
Working knowledge of SQL and relational databases, including the ability to run queries for issue investigation and data validation
Strong written and verbal communication skills
Strong people-management, coaching and workload-planning skills
Professional customer-management skills, including the ability to manage difficult conversations and expectations
About us
CODEMAX SDN BHD is a Malaysian SaaS company that has served the F&B industry for over 10 years. Our RMS platform helps food manufacturers, F&B chains and franchise businesses run their central kitchens and outlets — from ordering, inventory and production to procurement and cost control — and supports more than 2,000 users. Our RMS integrates with POS, accounting and finance solutions to help F&B businesses manage their operations more effectively. As we continue expanding into regional markets, including Singapore, the Philippines and South Korea, we are building our support capabilities.
Why Join Us
Lead the support function for an established F&B SaaS platform supporting more than 2,000 users
Take ownership of service quality, customer escalations and support-process improvement
Build and develop a capable application-support team
Gain exposure to central kitchen operations, POS, ERP, IoT, cloud applications and business automation
Work closely with Development, Product and Implementation teams to improve customer outcomes and product quality
Contribute to the regional growth of an established Malaysian technology company