Technical Support Engineer - US shift

Swift Transportation; Kuala Lumpur; Hybrid; MYR 50,000 - 73,000; Full time

Job summary

Swift is seeking a technical customer support specialist to assist customers through phone and web-based channels, resolving technical issues and guiding users through solutions. The role requires English fluency and the ability to work US shifts, with a focus on troubleshooting and knowledge sharing.

Ideal candidates have 1–2 years of relevant experience, familiarity with various operating systems, and basic networking concepts.

Qualifications

• 1–2 years of work experience in a technical customer support environment.
• Foundational knowledge in Windows, Unix, or Linux adds value.
• Basic networking concepts (TCP/IP, NAT, routing) helpful.

Responsibilities

• Provide support through phone and web-case to answer inquiries and resolve technical problems.
• Work with customers to determine the root cause of problems.
• Generate knowledge articles to deflect known issues and improve product supportability.
• Update and control the quality of internal training material and procedures.
• Participate in service and product improvement projects and drive deliverables.

Skills

Customer support

Troubleshooting

Communication

Multicultural teamwork

English fluency

Education

Associate degree or equivalent

Tools

Operating Systems

Networking basics

VPN

Firewalls

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.

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.

What to expect

Key responsibilities:

• Provide support through phone and web-case to answer inquiries and resolve technical problems.
• Work with customers to determine the root cause of problems.
• Generate knowledge articles to deflect known issues and participate during specifications definition to increase supportability and usability of products by decreasing product complexity.
• Update and control the quality of internal training material, problem management procedures and on-line documented solutions.
• Participate in service and products improvement projects and drive project deliverables.

What will make you successful?

• Able to work permanently on US shift supporting Americas region and weekend.
• Excellent communication skills, fluency in English written and spoken.
• Profound attention to detail, strong analytical and troubleshooting skills to support mission critical applications and service.
• Strong drive to solve problems - you will enjoy ‘rolling up your sleeves’ and getting involved.
• A desire to learn and progress through our extensive product range and service offering.
• Team player, willing to work in a multicultural environment.
• Autonomous, driven, self-aware, flexible, and open-minded, with strong ability to quickly adapt and respond to changes.
• Having customer-service mindset, placing our customer at the centre of attention is the heart of customer experience.

Experience:

• 1 to 2 years of work experience in a technical customer support environment, experience in Financial Services and Banking systems would be an asset.
• Foundational knowledge in various Operating Systems (Windows, Unix, or Linux) adds advantage.
• Beginner knowledge in Networking protocol (TCP/IP (such as NAT, routing), Routers, VPN and Firewalls).
• Ability to work independently and stress resistant due to business criticality and time constraint.

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.

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.