Technical Support Engineer (24/7 Rotational Shifts)

DTC Academy Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

dtcpay is seeking a reliable Technical Support Engineer to monitor production systems and ensure high availability. You will respond to incidents, perform initial root cause analysis, and collaborate with internal teams to resolve issues efficiently.

This role is fully onsite in Kuala Lumpur and requires willingness to work rotating 24/7 shifts. The ideal candidate has 5+ years of hands-on experience with cloud-based production environments, strong monitoring/logging skills, and solid

Qualifications

• 5+ years of hands-on experience supporting production systems in a cloud environment (AWS or similar).
• Familiarity with monitoring and log analysis using logs and metrics.
• Experience with PagerDuty, Grafana, OpenSearch.
• Experience with Linux environments and networking fundamentals.
• Good communication and teamwork; strong documentation practices.

Responsibilities

• Monitor systems and applications to ensure stability and availability.
• Respond to incidents promptly and perform initial root cause analysis.
• Escalate complex issues and ensure clear handovers.
• Document incidents, resolutions, and follow-up actions.
• Participate in post-incident reviews and drive improvements.
• Coordinate with internal teams to resolve issues and support operations.

Skills

Cloud experience (AWS)

Monitoring fundamentals

Incident response & RCA

Documentation practices

Team collaboration

24/7 rotating shifts

Tools

Grafana

OpenSearch

PagerDuty

Java

Job description

Technical Support Engineer (24/7 Rotational Shifts)

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 reliable and motivated Tech Support Engineer to support the day-to-day stability and availability of our systems and applications. In this role, you will be responsible for monitoring production environments, responding to incidents, and working closely with internal teams to resolve issues efficiently. You will play an important role in ensuring smooth operations while contributing to continuous service improvement through proper documentation and post-incident reviews.

What You Will Do:

Monitor systems and applications using established monitoring tools to ensure stability and availability.

Respond to incidents in a timely manner, troubleshoot issues, and perform initial root cause analysis. Escalate complex issues when required, ensuring clear and complete handovers.

Provide timely and accurate technical support to ensure smooth daily system operations.

Document incidents, resolutions, and follow-up actions clearly and accurately.

Participate in post-incident reviews and postmortem discussions to identify improvement opportunities.

Work closely with internal teams to coordinate issue resolution and support ongoing operational needs.

What We Are Looking For:

At least 5 years of hands-on experience supporting production systems in a cloud environment such as Amazon Web Services or other cloud platforms.

Understanding of monitoring fundamentals, including logs and metrics.

Experience with PagerDuty or Java is a plus.

Familiarity with Grafana, OpenSearch, or similar monitoring and log analysis tools.

Familiarity with Amazon Web Services (AWS) and Linux environments.

Understanding of networking fundamentals and microservices architecture.

Good communication skills and the ability to work effectively with a team.

Strong documentation skills and consistent documentation practices.

Willingness and ability to work rotating shifts as part of a 24/7 support schedule.

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.

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.