We are seeking a highly motivated and detail-oriented Technical Operations Engineer to join our team. As a Technical Operations Engineer at IPID, you will be responsible for ensuring the smooth operation and performance of our technical infrastructure and systems. You will work closely with cross-functional teams to monitor, troubleshoot, and resolve any technical issues that may arise, as well as proactively identify and implement improvements to optimise our systems. Additionally, you will play a key role in managing our technical documentation.
This is a full-time position reporting to the Chief Technology Officer.
Core Responsibilities:
Provide technical support and regular updates to clients via phone, email, and chat, and keep track of all customer interactions and update case details in Jira ticketing system; on-call support when required
Set up log monitoring and investigate when alarm is triggered
Collect data from logs or database for reporting and statistical analysis
Compile information from various sources, such as logs and dashboards, and escalate unresolved cases to the Product Development Team
Assist internal stakeholders with regular operation work.
Optimise and improve technical support operations in collaboration with Presales, Operations and Customer Success
Document technical solutions and knowledge base articles for future reference
Act as one of the gatekeepers for feature releases. Participate in User Acceptance Test (UAT) to ensure a smooth transition from development team to the operations team
Requirements
Min. 3 years working experience in technical support organisation, ideally in fintechs, financial services, or any regulated environment
Familiarity with tracing and resolving issues using logging, DB query and other support tools
Familliarity with API and using Postman
Experience working on cloud-based technologies associated with Azure / AWS / GCP
Sound knowledge in service desk operations
Willing to be on stand-by and on-call when required
Strong analytical skills, detail-oriented, and solid problem-solving abilities
Empathetic and level-headed to own and solve problems end-to-end to customers satisfaction
Excellent verbal and written English communication skills
Ability to work independently and as a reliable team player
Keen interest or familiarity in QA is an advantage
Modern software development knowledge is helpful
Experience working in a globally distributed start-up or high-growth environment
You must have the authorisation to work in Malaysia and are required to go to the office 2-3 days a week.
Benefits
What do we offer
You will work with a team of world-class fintech and payments veterans to shape up the future of payments, and will also have:
Excellent growth opportunities in global payment services technology
Flexible and collaborative work environment
Competitive salary
Employee Stock Options plan
Discretionary performance bonus
Medical protection allowance
Laptop and accessories
