Job Description

Join a leading FinTech that provides innovative financial management solutions for the modern ASEAN SME. Swipey's solution helps underserved SMEs ease their financial management burden, so they can focus on what matters most: building their business. We are looking for a

Technical Customer Support Specialist

to act as the bridge between customers, internal teams, and external partners. You'll play a key role in debugging, diagnosing, and resolving complex technical issues while ensuring that customers continue to have a smooth experience with Swipey.This role combines

technical investigation and customer-facing collaboration

-- requiring you to think analytically, communicate clearly, and work cross-functionally with Customer Success, Product, and Engineering teams.

What You'll Be Doing

-

Technical Troubleshooting & Support

Act as the

technical escalation point

for complex customer and system issues.

Investigate and debug

problems using logs, internal tools, and database queries.

Analyze data and patterns

to identify root causes and recurring issues. Collaborate with

Product and Engineering

to replicate, diagnose, and resolve issues.

Document findings and resolutions

clearly for internal and external visibility.
-

Cross-Team & Partner Collaboration

Liaise with

external partners and financial institutions

to resolve integration or transaction-related issues. Bridge communication between

Customer Success, Product, and Engineering

teams to ensure consistent updates and alignment. Support customer-facing teams by providing

technical context and accurate updates

on escalated cases.
-

Continuous Improvement & Insights

Identify

recurring technical issues

and propose long-term solutions to improve reliability. Support the development of

internal tools or automations

to streamline diagnostics. Share insights from real-world customer cases to help improve Swipey's products and integrations.

Who You Are

Data-savvy

- comfortable navigating datasets and tools to troubleshoot issues and measure customer health.

Analytical

- skilled at filtering through large or messy data to extract insights and identify root causes.

Problem-solver

- approaches challenges methodically and provides clear, actionable solutions to both customers and internal teams.

Experienced

in customer success, technical support, or technical account management -- ideally within

SaaS, fintech, or payments

is not necessary but a plus.

Comfortable with technical tools

such as CRMs, ticketing systems, APIs, dashboards, SQL, or BI tools.

Strong communicator

- able to simplify technical findings for non-technical audiences and collaborate across teams.

Proactive and adaptable

- thrives in a fast-paced, startup-style environment and takes ownership of resolving issues end to end.

Why Join Swipey

Be part of a growing fintech shaping how SMEs manage company spending. Work directly with Product and Engineering teams to solve real customer challenges. Gain exposure to payment systems, API integrations, and real-world fintech operations. Join a culture that values ownership, learning, and continuous improvement.
Job Type: Full-time

Pay: RM3,000.00 - RM3,800.00 per month

Benefits:

Work from home
Application Question(s):

Do you speak or understand any additional languages (Mandarin/Tamil)? What is your nationality? Do you have experience troubleshooting customer or system issues using data, logs, or dashboards? Have you previously worked in a cross-functional environment involving product or engineering teams, where you troubleshooted or escalated technical issues and communicated with external partners or vendors (e.g., payment gateways, integrations)?
Language:

English (Required) Malay (Required)
Work Location: In person