Assistant Manager, Technical Support (Payments)

Leanis Solutions Sdn Bhd; Kampung Malaysia Tambahan; On-site; MYR 120,000 - 180,000; Full time

Job summary

Leanis Solutions Sdn Bhd is a Malaysian fintech software company specializing in payment infrastructure and digital-payment solutions. The role is hands-on and focuses on leading complex production investigations and coordinating incidents in live environments.

The Assistant Manager, Technical Support will champion incident response, guide engineers, and ensure high availability of critical payment systems while improving monitoring and escalation processes.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering or a related discipline.
• Five+ years of relevant experience in technical support, production support, or fintech.
• At least one year of experience leading team members or mentoring engineers.
• Hands-on experience with production systems and incident handling.
• Strong understanding of REST APIs, HTTP, webhooks or callbacks and integration flows.
• Experience investigating logs and transaction records.
• SQL proficiency and database troubleshooting.
• Linux knowledge and command-line investigation.
• Ability to lead incident response and communicate with stakeholders clearly.
• Willingness to participate in after-hours support rotation.

Responsibilities

• Lead complex payment incidents end-to-end and coordinate across multiple teams.
• Act as technical escalation point for critical incidents and service degradation.
• Analyze API, server, logs and database records to determine root causes.
• Maintain incident timelines, updates and escalation records.
• Lead post-incident reviews and drive corrective actions.
• Support deployment monitoring and post-production validation.
• Coach and develop Technical Support Engineers and review escalations.
• Improve runbooks, escalation procedures and troubleshooting standards.
• Assist in workload planning, shift scheduling and handovers.
• Contribute to knowledge base and integration guides.

Skills

Leadership

REST APIs

SQL

Linux

Incident response

Communication

Production support

Monitoring

SLA/uptime

Escalation management

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Kibana

Grafana

ELK

Prometheus

Datadog

New Relic

Cloud (AWS/Azure/GCN)

Job description

Leanis Solutions Sdn Bhd is a Malaysian fintech software company developing payment infrastructure and digital-payment solutions through our LEAN.X platform.

We are looking for a hands-on Assistant Manager, Technical Support to lead technical investigations, coordinate payment-production incidents and strengthen the capability of our Technical Support team.

This is not a general customer-service position. The role requires practical experience investigating APIs, logs, databases and transaction flows in a live production environment.

What You Will Do

Payment Production Support

• Lead the investigation and resolution of complex payment incidents, including failed or delayed transactions, callback failures, settlement discrepancies, reconciliation mismatches and merchant-integration issues.
• Act as the technical escalation point for critical incidents and service degradation.
• Analyse API, application, server and transaction logs together with database records and monitoring data.
• Coordinate incident response across Technical Support, Engineering, DevOps, Operations, Customer Support and external payment partners.
• Maintain clear incident timelines, stakeholder updates and escalation records.
• Lead post-incident reviews and ensure corrective and preventive actions are completed.
• Support deployment monitoring, release validation and post-production verification.
• Guide, coach and develop Technical Support Engineers.
• Review escalated cases and improve the quality and consistency of technical investigations.
• Support workload allocation, shift planning, case prioritisation and effective handovers.
• Help establish troubleshooting standards, runbooks and escalation procedures.
• Support recruitment, onboarding, training and performance development for the team.
• Promote accountability, knowledge sharing and continuous improvement.
• Provide technical guidance for merchant API integrations, payment flows, callbacks and production-readiness activities.
• Support merchant certification, UAT and go-live troubleshooting.
• Coordinate complex integration issues with Product and Engineering.
• Maintain accurate integration guides, troubleshooting references and knowledge-based articles.
• Ensure merchants receive timely and technically accurate updates during escalations.

Service Improvement

• Track service measures such as transaction-success rate, incident response time, resolution time, callback reliability and recurring incidents.
• Identify patterns in incidents and recommend monitoring, process, product or technical improvements.
• Improve dashboards, alerts, SOPs, runbooks and escalation workflows.
• Identify opportunities to automate repetitive investigation and reporting work.
• Support audit, compliance and operational-evidence requirements.
• Ensure sensitive transaction, merchant and customer information is handled securely.

Must-Have Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering or a related discipline.
• At least five years of relevant experience in technical support, application support, production support, payment operations or fintech.
• At least one year of experience leading team members, mentoring engineers or managing senior technical escalations.
• Hands-on experience supporting business-critical production systems.
• Strong understanding of REST APIs, HTTP, webhooks or callbacks and system-integration flows.
• Practical experience investigating application logs, API logs, server logs and transaction records.
• Working knowledge of SQL and database troubleshooting.
• Familiarity with Linux and command-line investigation.
• Ability to lead incident response and communicate clearly with technical and non-technical stakeholders.
• Willingness to participate in an agreed after-hours, weekend and public-holiday support rotation.

Preferred Experience

• Payment gateway, banking, e-wallet, fintech or financial-services experience.
• Understanding of payment status flows, settlement, reconciliation, payouts and transaction integrity.
• Experience with Kibana, Grafana, ELK, Prometheus, Datadog, New Relic or similar monitoring tools.
• Basic scripting or automation experience using Python, Shell or another relevant language.
• Experience with AWS, Azure or Google Cloud.
• Familiarity with ITIL incident, problem and change-management practices.
• Experience supporting high-volume systems operating on a 24/7 basis.
• Exposure to PCI-DSS, PDPA or other audit-sensitive environments.
• Familiarity with working with regulated environments which are compliant with industry standards, such as Bank Negara Malaysia compliance requirements, PCI-DSS, PDPA, SOC2, ISMS and so on.