Customer Support Engineer

About the Role
We are looking for a bright Technical Customer Support Engineer to join our global Customer Support Delivery Organization, within Swift Operations, based in Kuala Lumpur.

In this role, you assist our customers around the world to solve their Swift operational challenges on a daily basis. You must be technically minded and willing to acquire in-depth understanding of the entire Swift 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 mindset 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 in our customers and peer-colleagues.

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 mainly through web-cases.
• Work with customers to establish the root cause of problems and provide end-to-end service support, retaining 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. Any other major Asian language is an asset.
• 5-10 years experience in a technical customer support environment, in Financial Services, Banking or similar will be an 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 put you in control of your career.
• We give you a competitive package.
• We help you perform at your best.
• We help you make a difference.
• We give you the freedom to be yourself.

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. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.