Senior Accounting Software Support Engineer

Technical Support | Software Implementation | Leadership Development

Take Your Expertise Further. Grow into Leadership.

At iDynamics Software Sdn Bhd, we believe great software solutions go beyond implementation. They require reliable support, continuous improvement, and a strong understanding of our customers’ business needs.

We’re looking for an experienced Senior Accounting Software Support Engineer with a solid accounting background and hands-on experience in accounting software implementation and support.

In this role, you’ll combine your accounting knowledge and software expertise to support customers, resolve complex system issues, participate in software implementation activities, and contribute to improving our support operations.

Beyond technical and functional responsibilities, this position offers a defined career development pathway towards becoming a Software Support Team Lead.

If you’re an experienced accounting software professional who enjoys solving problems, working with customers, and developing the skills to lead a team, we’d love to hear from you.

What You’ll Be Doing

Accounting Software Support & Customer Service

• Provide technical and functional support for accounting software solutions, primarily AutoCount Accounting Software.
• Troubleshoot and resolve software-related issues involving system functionality, configuration, accounting transactions, and application performance.
• Assist customers with accounting-related system enquiries, including General Ledger, Accounts Receivable, Accounts Payable, Inventory, Sales, and Purchasing modules.
• Investigate complex and recurring system issues, identify root causes, and recommend effective solutions.
• Handle escalated customer support cases and ensure timely resolution in accordance with established Service Level Agreements (SLAs).
• Provide guidance on system functionality, accounting workflows, and recommended software practices.
• Maintain accurate records of customer enquiries, troubleshooting activities, and resolutions through the company’s support ticketing system.

Accounting Software Implementation & Functional Consulting

• Participate in accounting software implementation activities, including system setup, configuration, testing, and deployment.
• Work with customers to understand their accounting processes, operational requirements, and system expectations.
• Assist in gathering business requirements and translating them into appropriate software configurations.
• Support the setup of chart of accounts, financial modules, inventory, sales, purchasing, and other relevant system functions.
• Assist with data preparation, migration, validation, and reconciliation during implementation.
• Conduct system testing and support User Acceptance Testing (UAT) to ensure the software meets customer requirements.
• Provide end-user training and guidance to ensure customers can effectively operate their accounting software.
• Support customers during system go-live and post-implementation stabilisation.
• Identify opportunities to improve customers’ accounting workflows through better utilisation of software features.
• Collaborate with implementation consultants and technical teams to ensure smooth project delivery and transition to ongoing support.

Team Coordination & Leadership Development

• Provide technical and functional guidance to junior support engineers.
• Assist in coordinating daily support activities, monitoring outstanding tickets, and prioritising customer issues.
• Support the management of customer escalations and ensure effective communication throughout the resolution process.
• Share accounting knowledge, implementation experience, and troubleshooting techniques with team members.
• Assist in monitoring support performance, SLA compliance, and overall service quality.
• Identify recurring operational challenges and recommend improvements to support processes and team efficiency.
• Contribute to developing internal support procedures, knowledge-sharing resources, and best practices.
• Gradually assume greater responsibilities in team coordination, operational decision-making, and people development.
• Demonstrate the ownership, accountability, and leadership capabilities required for potential progression into a Software Support Team Lead position.

Who We’re Looking For

We’d love to meet you if you:

• Hold a Diploma or Degree in Accounting, Finance, Information Technology, Business Information Systems, or a related discipline.
• Have at least 3–5 years of relevant experience in accounting software implementation, application support, or functional consulting.
• Have hands-on experience with accounting software such as AutoCount, SQL Accounting, UBS, or similar business applications.
• Possess a strong understanding of accounting principles and business processes, including General Ledger, Accounts Receivable, Accounts Payable, Inventory, Sales, and Purchasing.
• Have experience in accounting software implementation, including system configuration, data migration, testing, and user training.
• Are capable of troubleshooting functional software issues and understanding how system configurations affect accounting transactions.
• Have basic knowledge of Microsoft SQL Server, database operations, or software troubleshooting.
• Possess strong analytical and problem-solving abilities.
• Communicate effectively with customers and colleagues, including explaining technical matters to non-technical users.
• Demonstrate strong customer service skills and the ability to manage customer expectations.
• Are organised, responsible, and capable of managing multiple assignments.
• Enjoy sharing knowledge, guiding colleagues, and contributing to team development.
• Demonstrate initiative, accountability, and a willingness to take on leadership responsibilities.

Experience in Malaysia e-Invoicing implementation, accounting system migration, or mentoring junior team members will be an added advantage.

Your Career Path: From Senior Engineer to Team Lead

At iDynamics, we believe leadership begins with technical competency, accountability, and the ability to help others succeed.

This position is designed for an experienced professional who is ready to develop beyond individual technical and functional responsibilities.

You’ll have the opportunity to strengthen your capabilities in:

Technical & Functional Leadership

Become a key resource for resolving complex accounting software issues and guiding colleagues in delivering effective customer solutions.

Support Operations Management

Gain exposure to support ticket coordination, SLA monitoring, customer escalation management, and service quality improvement.

People Development

Develop coaching and mentoring skills by supporting junior engineers and contributing to their professional development.

Customer & Service Management

Build the confidence and judgment required to manage customer expectations, resolve escalations, and maintain service excellence.

Leadership Readiness

Gradually take on greater responsibility in coordinating support activities, making operational decisions, and contributing to team performance.

A leadership readiness assessment will be conducted within the first six months of employment, with potential progression into a Software Support Team Lead position based on demonstrated competency, performance, and management evaluation.

Why Join iDynamics?

At iDynamics, you’ll have the opportunity to combine your accounting knowledge, software implementation experience, and customer support expertise while developing your professional career.

We offer:

• Exposure to accounting software implementation and support across various industries.
• Opportunities to work with customers on real-world accounting and business challenges.
• A role that combines technical expertise, functional consulting, and customer service.
• Opportunities to develop supervisory and leadership capabilities.
• Continuous learning and professional development.
• A potential career pathway into software support management.
• A collaborative working environment that values initiative, accountability, and teamwork.

Ready to Take the Next Step?

If you’re an experienced accounting software professional who enjoys solving business challenges, supporting customers, and developing others, we’d love to hear from you.

Join iDynamics and take the next step towards becoming a Software Support Team Lead.