Application Support Engineer

DTC Academy Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

dtcpay is seeking an Application/Production Support Engineer to ensure the stability of our production systems in a fully onsite role in Malaysia. You will be the first point of contact for incidents and work closely with engineering teams to triage and resolve issues quickly.

Ideal candidates have at least 3 years in software development or production support, strong Linux, SQL, REST API skills, and the ability to communicate with English and Mandarin speakers while maintaining calm under

Qualifications

• Bachelor's degree in CS/IT/Software Eng or related field.
• At least 3 years in software development, application support, production support, or similar.
• Experience with Linux environments and SQL databases.
• Familiarity with REST APIs and authentication mechanisms.
• Ability to triage incidents using logs, API records, and DB queries.
• Strong communication and coordination across teams.
• Willingness to on-call/shift work.

Responsibilities

• Serve as the first point of contact for production incidents.
• Triage issues by analyzing logs, API requests, and DB records.
• Coordinate with engineering teams to resolve incidents.
• Monitor service status and notify stakeholders.
• Maintain incident records and runbooks.
• Collaborate to improve production support processes.
• Work onsite at office in Malaysia.

Skills

Analytical skills

Problem solving

Communication

Linux

SQL databases

REST APIs

Incident triage

English & Mandarin

On-call support

Education

Bachelor's degree in Computer Science/IT/Software Engineering

Tools

Grafana

ELK

CloudWatch

Prometheus

Jira

ServiceNow

Job description

dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments. We are also recognised as one of Singapore’s Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.

We are looking for a proactive and detail-oriented Application/Production Support Engineer to ensure the stability and reliability of our production systems. You will be the first point of contact for production incidents, working closely with engineering teams to investigate issues, coordinate resolutions, and minimize service disruption. This role focuses on production operations and technical support rather than feature development, making it ideal for engineers who enjoy troubleshooting, system analysis, and working in a fast-paced environment.

What You’ll Do:

Serve as the first point of contact for production incidents, system alerts, and technical support requests.

Perform initial issue triage by analyzing application logs, API requests, database records, and other available technical information.

Gather relevant information, identify the appropriate engineering team, and coordinate issue resolution until closure.

Monitor third-party service status, maintenance schedules, and incident notifications, assessing potential business impact and communicating updates to internal stakeholders.

Retrieve, validate, and analyze production data to support operational requests and incident investigations.

Maintain accurate incident records, support documentation, operational procedures, and ownership information.

Collaborate with cross-functional teams to improve production support processes and operational efficiency.

This role focuses on production support and operational excellence and does not involve routine product feature development.

What We’re Looking For:

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.

At least 3 years of experience in Software Development, Application Support, Production Support, or a similar technical role.

Good understanding of application architecture, project structure, and basic programming concepts to support issue investigation.

Hands-on experience working with relational databases and SQL, with the ability to analyze and validate production data.

Familiarity with REST APIs, webhooks, authentication mechanisms, and common application integration scenarios.

Experience using application logs, API records, and database queries to perform initial production issue triage.

Strong analytical and problem-solving skills with the ability to prioritize and manage multiple production issues effectively.

Strong ownership mindset with excellent communication skills and the ability to coordinate across technical teams until issues are fully resolved.

Able to remain calm and organized while working under pressure during live production incidents.

Experience with Linux environments, monitoring tools, logging platforms, alerting systems, or ticketing systems (e.g., Grafana, ELK, CloudWatch, Prometheus, Jira, ServiceNow) is an advantage.

Participate in a rotating shift or on-call schedule when required to support production operations.

Proficiency in both English andMandarinas you will need to work closely with Chinese vendors.

The role is based fully onsite, requiring your presence in the office.

dtcpay is a regulated payment service provider that offers reliable solutions for merchants to grow revenues with increased acceptance rates across fiat and cryptocurrency. Our client's customers benefit from frictionless payment experiences, whether they are using our award-winning POS+ terminal in-store or using our online checkout solution.

Founded in 2019 in Singapore, dtcpay is a licensed Major Payment Institution (MPI) under the Monetary Authority of Singapore (MAS) and offers Digital Payment Token (DPT) services. We have expanded our global footprint with subsidiaries in the Americas, Hong Kong and the Middle East.