Customer Support Engineer | Kuala Lumpur, MY

Paymentology; Kuala Lumpur; On-site; MYR 30,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a key player in technical support, where you will enhance customer experiences and resolve complex issues. This role offers the opportunity to work with a diverse, global team dedicated to advancing the world through innovative payment solutions. You will engage with customers, diagnose technical challenges, and contribute to process improvements, all while developing your skills in a dynamic environment. If you are passionate about technology and customer service, this position is an exciting chance to make a meaningful impact.

Qualifications

• 3-5 years of Application/Product support experience.
• Strong willingness to learn and ability to adapt quickly.

Responsibilities

• Provide technical and business knowledge to handle customer queries.
• Collaborate with cross-functional teams and participate in process improvement.

Skills

Technical Support

Linux Commands

SQL Scripts

Incident Management

Customer Communication

Adaptability

Education

Bachelor's Degree in Computer Science

Tools

POSTGRES DB

Cloud Technologies

Job description

Description

Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team and experience to rapidly issue and process Mastercard, Visa and UnionPay cards across more than 60 countries, at scale.

Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.

What you get to do:

Technical Expertise: Provide technical and business knowledge to handle customer queries. Actively participate in the Incident Management Team, ensuring swift resolution of service interruptions for global customers and partners. Analyse and diagnose technical issues to resolve problems promptly. Conduct root cause analysis and contribute to continues improvements.

Customer Support: Communicate and engage with customers in a professional and empathetic manner, understand their technical challenges and provide solutions. Conduct sessions or workshops for customers to enhance their understanding of product and troubleshooting.

Collaboration: Collaborate with cross-functional teams, including account managers, engineering and product teams. Be part of the upskilling program across departments.

Process Improvement and Automation: Create and maintain detailed documentation, including troubleshooting guides, best practice knowledge base articles, to assist customers and internal teams in resolving issues effectively. Identify opportunities for process automation. Participate in enhancement of product functionality, support processes, and customer experience.

Work Schedule: Work within a 24/7 follow-the-sun support model, covering daytime shifts. Participate in the weekend rotation as part of a global support team.

Requirements

What it takes to succeed:

Knowledge, Skills & Abilities

• Experience in technical support.
• Excellent English (both written and spoken).
• Working knowledge of Linux Commands, SQL scripts.
• Experience handling incidents.
• Strong willingness to learn and the ability to adapt quickly

Nice to have:

• Experience with POSTGRES DB.
• Cards and payments industry experience.
• Experience in ISO8583, transaction flow, 3DS, digitisation.
• Experience with Cloud technologies.

Minimum Qualifications

• Bachelor's Degree in Computer Science or Computer Engineering or equivalent work experience can sometimes be considered in lieu of formal certification.

Years of Experience

• 3-5 years of Application/Product support experience.

What you can look forward to:

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

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