Senior Technical Support Engineer - Kuala Lumpur, Malaysia - Swift

Description

About the Role

We are looking for a bright Technical Senior Customer Support Engineer to join our global Customer Support Delivery Organisation, based in Kuala Lumpur, Malaysia.

In this role you assist our customers around the world to solve their Swift operational challenges daily. You must be technically minded and willing to acquire in-depth understanding of the entire Swift product and services suite used by our customers: FinTech companies, Banks, and Corporates across the globe.

Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, that's why our ideal candidate is a team player and has excellent communication skills.
We work with an Agile mindset where change is part of our daily life, we are looking for engineer who can adapt fast and be a promoter of continuous improvement in our services and product. You must also be able to think swiftly and analytically in case of crisis and incidents, inspiring confidence in our customers and colleagues.

What is expected?

Your main tasks will be:

Answer customer's queries interacting primarily through web-cases and phone to establish the root cause of problems and provide end-to-end support by retaining ownership of your cases.

Identify areas of improvement in our products, services, support tools and documentation.

Perform data analysis to turn data into insights with the goal of reducing cases.

Monitor the quality of the troubleshooting and diagnosis of the team before internal escalation.

Assist Managers/Tech Leads to analyse root causes of problems, generate tips, and propose new specifications to increase supportability, usability of products and decrease product complexity and cases.

Produce, updates, and control the quality of training materials, problem management best practise and online documented solutions.

Participate, administer small to medium scale projects, and actively participate in virtual teams.

Review official product support and service description within your scope.

Design, create, organise, and deliver trainings, manage certifications for existing, new products and services ensuring training plans are readily available.

Case review, with eye on how to strengthen the team technical knowledge.

Act as a coach and role model for less senior colleagues. Helping junior engineers coordinating complex case investigation will be part of your daily routine.

What will make you successful?

Capable and flexible in shift rotation environment covering APAC/EMEA/US time zones.

4-6 years of experience in Swift, Financial Services, or Banking covering technical customer support environment.

Keeping up to date with industry trends, developments in finance and technology.

Clear and comprehensive communication skills, with the ability to perform under pressure in crisis situations.

Fast learner, good writer, team player, stress resistant, embrace change, curious mindset, gets energised by excellent customer service.

Excellent attention to detail, problem-solving skills, and proactive mindset.

Ability to work with various team – build, maintain, healthy network relationships which benefits the team.

Strong customer focus and responsiveness.

Candidates with the following will have an advantage:

Swift software suite (SwiftNet, Alliance portfolio and messaging solutions).

Sound understanding of Network protocol (TCP/IP such as NAT, routing), Routers, VPN and Firewalls.

Windows, Linux, and/or RHEL administration. XML, and API knowledge.

Working knowledge with change management applications (JIRA, ServiceNow, Salesforce), and data visualization tools – Kibana.

For more information please reach out to the following recruiters:

Victor Ooi – Recruiter for the role.

Natasya Rosli - Recruiter for the role.

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.