Senior Customer Support Engineer

Swift; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Swift is seeking a seasoned technical customer support professional to join our Kuala Lumpur team. You will support the Swift Secured Network, Swift Messaging services, and the Swift Software suite for a global community of banks and financial institutions.

You will work on root-cause analysis, provide end-to-end service, and participate in service improvement projects. Weekend rotation with compensation may apply, and travel to client sites is possible.

Qualifications

• Master or Bachelor degree in IT, Engineering or Computer Science.
• 5-10 years in a technical customer support environment within financial services or banking.
• Experience with change management tools and integration technologies.

Responsibilities

• Answer customer queries via web-cases and provide end-to-end service support.
• Identify root causes and maintain end-to-end ownership of cases.
• Travel to customer sites to deliver professional services as needed.
• Support improvements to Swift products and services.

Skills

Fluent English

5-10 years experience

TCP/IP knowledge

SSO/RADIUS/LDAP integration

Windows/Linux administration

Oracle/ MQ/ WebSphere

SAP/SalesForce/ServiceNow

Java/XML/SQL

Education

Master or Bachelor in IT/Engineering/CS

Tools

JIRA

Ant

Hudson/Jenkins

Job description

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

About Us

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

You will provide support to Swift product and services within the area of expertise of your team: the Swift Secured Network used for international transactions, Swift Messaging services, Swift Software suite, and the many services we offer to our community.

What to expect

• Answer customers’ queries interacting manly through web-cases
• Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases
• As Swift supports a wealth of products and services we use Intelligent Swarming for employees to maintain end-to-end expertise.
• We operate in a KCS (Knowledge Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job
• Build and maintain customer relationships and increase customer satisfaction by performing checks of their operational environment and giving recommendations for improvement
• Travel to customers to deliver professional services on a case-by-case basis
• Participate in service and products improvement projects and drive project deliverables on a case-by-case basis

What will make you successful

• A Master or Bachelor degree in IT/Engineering/Computer Science or equivalent
• Fluent English, written and spoken communication skills.
• 5- 10 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
• Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
• Rotations for weekends/public holidays with leave & pay compensation.
• TCP/IP protocol and technical implementation (such as NAT, routing)
• SSO, RADIUS, LDAP integration with applications
• Windows, Linux, and/or Rhel administration
• Oracle databases, MQ series and/or IBM WebSphere
• User or Administrator of SAP, SalesForce, ServiceNow.
• Java, XML and SQL knowledge

What We Offer

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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [e-mail] or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.