TNGD Remittance - Associate Specialist, Application IT Support

TNG Digital; Kuala Lumpur; On-site; MYR 22,000 - 38,000; Full time

Benefits offered by this job

Medical coverage

Dependent coverage

Monthly lifestyle allowance via TNG eW

Long-term rewards

Job summary

TNG Digital Remittance is seeking an experienced Application Support professional to provide first and second-level assistance, diagnose complex issues, and coordinate with cross-functional teams. The role includes monitoring performance, applying updates, and contributing to security incident response.

Candidates should have at least 2 years in technical support, familiarity with Zendesk/ServiceNow, and a background in SQL, networking, and SaaS environments.

Qualifications

• Minimum of 2 years in application support or similar technical support role.
• Proven experience troubleshooting and resolving complex application issues.
• Experience with ticketing systems (Zendesk, ServiceNow).
• Experience with cloud-based SaaS applications.

Responsibilities

• Provide first and second-level support for application-related issues, ensuring timely resolution.
• Diagnose and resolve software application problems, collaborating with cross-functional teams as necessary.
• Utilize diagnostic tools and logs to identify root causes and implement solutions.
• Monitor application performance, ensuring optimal functionality and uptime.
• Coordinate with development teams to implement software updates, patches, and enhancements.
• Lead or support security incidents, investigations, and root cause analysis when escalated.

Skills

SQL & DB management

Networking fundamentals

Incident management

Excellent communication

Education

Bachelor's degree in Computer Science / IT

Tools

Zendesk

ServiceNow

Job description

At TNG Digital Remittance, we build the technology that moves money across borders, quickly, reliably and securely.

Sending money internationally should feel as simple as making an everyday payment. But for many people, it still isn’t. That’s the challenge we’re solving. We’re making cross-border transfers more accessible, seamless and dependable for the people who reply on them most.

As we continue to grow our global network, we’re building the infrastructure that connects Malaysians to the world, and the world back to Malaysia.

What You'll Do:

• Technical Support & Troubleshooting:
• Provide first and second-level support for application-related issues, ensuring timely resolution.
• Diagnose and resolve software application problems, collaborating with cross-functional teams when necessary.
• Utilize diagnostic tools and logs to identify root causes of issues and implement effective solutions.
• System Maintenance & Updates:
• Monitor application performance, ensuring optimal functionality and uptime.
• Coordinate with development teams to implement software updates, patches, and enhancements.
• Frequent night activity may be needed for system update and maintenance activity
• There will be 24hr shift arrangement.
• Security Governance:
• Conduct regular risk assessments, vulnerability analysis, and mitigation activities across endpoint devices and network infrastructure.
• Fine-tune and continuously improve detection rules, response playbooks, and visibility configurations in security tools.
• Support and deliver security awareness and technical knowledge-sharing sessions to uplift team and organization-wide capabilities.
• Lead or support security incidents, investigations, and root cause analysis when escalated from SOC or IT teams.
• Documentation & Reporting:
• Maintain detailed records of support requests, resolutions, and system changes.
• Generate reports on support trends, identifying areas for improvement.
• Work closely with developers, QA testers, and other IT professionals to enhance application performance.
• Participate in regular reviews to assess support processes and recommend improvements.

Role Requirements:

Experiences:

• Minimum of 2 years in application support or a similar technical support role.
• Proven experience in troubleshooting and resolving complex application issues.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow)
• Experience with cloud-based applications and SaaS platforms.
• Experience in cybersecurity operations, with exposure to endpoint security, network security, and threat detection.

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Skills

• Proficiency in SQL and database management.
• Understanding of networking principles and protocols.
• Excellent problem-solving, critical thinking, and troubleshooting skills, especially in incident scenarios.
• Excellent communication skills, both verbal and written.

Abilities:

• Ability to work independently and manage multiple tasks effectively.
• Strong analytical and problem-solving abilities.

Personality:

• Customer-centric approach with a commitment to delivering high‑quality support.

What You Get

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long‑term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement
• Discounts and wellness perks

What it’s like to work here

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.