Assistant Manager, Technical Support (Payments)

Leanis Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Leanis Solutions Sdn Bhd is seeking a hands-on Assistant Manager, Technical Support to lead technical investigations and coordinate payment-production incidents in a live environment.

This role focuses on API/logs/transactions analysis, incident response, and developing the Technical Support team to ensure production readiness and reliable payment services.

Qualifications

• Bachelor's degree in computer science, IT, engineering or related discipline.

Responsibilities

• 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.

Skills

REST APIs

SQL

Linux

Incident response

Team leadership

Production support

Logs analysis

Communication

Education

Bachelor's degree in computer science / IT / engineering

Tools

Kibana

Grafana

ELK

Prometheus

Datadog

New Relic

AWS

Azure

Google Cloud

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.