Technical Customer Support Engineer

We are seeking a forward-thinking Technical Customer Support Engineer to join our global Customer Support Delivery organization. In this role, you will assist customers worldwide with resolving Swift operational challenges. You’ll be technically adept, curious, and eager to acquire in-depth knowledge of the company product suite used by FinTech companies, Banks, and Corporates globally.

Your expertise will be shared with both customers and colleagues, making excellent communication and a team-player attitude essential. Working in an Agile environment, you’ll need to be adaptable, flexible, and capable of promoting continuous improvement in services and products. Quick analytical thinking during crises or incidents will be vital, as you'll inspire confidence in both customers and peers.

Key Responsibilities:

• Provide support via phone and web to address inquiries and resolve technical issues.
• Collaborate with customers to diagnose root causes of problems.
• Generate knowledge articles and contribute to product specifications to enhance supportability and usability.
• Deliver product presentations and demos to support internal divisions.
• Maintain and improve internal training material, problem management procedures, and documented solutions.
• Participate in product and service improvement projects and take on project management responsibilities.

What Makes You a Strong Candidate:

• Willingness to work shifts, weekends, and on-call, supporting APAC, EMEA, and AM regions.
• A degree in IT, Engineering (with IT focus), or equivalent.
• Fluency in written and spoken English with strong communication skills.
• Excellent attention to detail and strong analytical and troubleshooting abilities.
• Passion for solving complex problems and a drive to achieve results.
• Willingness to learn and grow within the company's product and service offerings.
• Team player, comfortable in a multicultural environment.
• Self-driven, adaptable, and capable of handling change in an Agile environment.
• A customer-service mindset, with a focus on delivering an exceptional customer experience.

Required Experience:

• Experience in a technical customer support environment; Financial Services and Banking systems experience is an asset.
• Basic knowledge of Operating Systems (Windows, Unix, Linux) is advantageous.
• Familiarity with networking protocols (TCP/IP, NAT, routing), routers, VPN, and firewalls.
• Ability to work independently, with resilience in high-pressure, time-sensitive situations.

You’ll have an edge if you have:

• Technical certifications or proven expertise in Swift Interfaces, Products, and Services (e.g., SwiftNet, Alliance platform, Swift messaging solutions).
• Experience with Swift Products such as Alliance Access, Gateway, Lite2, and Cloud.
• Familiarity with cloud technologies and connectivity solutions.

Job Types: Full-time, Permanent

Pay: RM4,000.00 - RM7,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Yearly bonus

Experience:

• Application support: 3 years (Preferred)
• Swift Products: 1 year (Preferred)