Application Support Engineer

Job description 

About the Role We are looking for a forward-thinking Application Support Engineer to join our global Customer Support Delivery organisation based in Kuala Lumpur Malaysia. In this role you assist our customers around the world to solve their operational challenges daily. You must be technically minded and willing to acquire in depth understanding of the entire company's product suite used by our customers: FinTech companies, Banks, and Corporates across the globe. Sharing your knowledge and expertise with both customers and colleagues will be an important part of your job, that’s why our ideal candidate is a team player and has excellent communication skills. We work with an Agile approach where change is part of our daily life, so we expect you to adapt fast and be a promoter of continuous improvement in our services and products. You must also be able to think swiftly and analytically in case of crisis and incidents, inspiring confidence to our customers and peer- colleagues. 

What to expect: 

• Provide support through phone and web-case to answer inquiries and resolve technical problems. 
• Work with customers to establish the root cause of problems. 
• Generate knowledge articles and participate during specifications definition to increase supportability, usability of products and decrease product complexity. 
• Provide support to wider divisions within the company by providing product presentations and demos. 
• 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.

Required Experience:  
 

• In a technical customer support operation environment, experience in Financial Services and 
  Banking systems would be an asset.  
  • Foundational knowledge in various Operating Systems (Windows, Unix, or Linux) adds 
  advantage.  
  • 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 constrain.  

• You will have an edge if you have:  
  • Technical certifications or proven skills in any of the following fields: Familiarity with Swift 
  Interfaces, Products and Services will be an asset (SwiftNet, Alliance platform, Swift's 
  messaging solutions) - as you are encouraged to develop knowledge. Swift Products - 
  Alliance Access, Gateway, Lite2 is a plus point.  
  • In Cloud and Connectivity solutions would be an added advantage.  

What will make you successful?  

• 
  • Willingness to work in shift, weekend and weekdays supporting APAC, EMEA and AM customers.  
  • Degree in any IT discipline or Engineering with IT as major or equivalent.  
  • Excellent communication skills, fluency in English written and spoken.  
  • Profound attention to detail, strong analytical and troubleshooting skills to support critically 
  important 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.  
  • Great teammate, 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 (AGILE).  
  • Having customer-service mind-set, as placing our customer at the centre of attention is the heart of 
  customer experience