Job Description

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.
• 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 customer\xe2\x80\x99s 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.

BenefitsWhat 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:\xc2\xb7 Excellent growth opportunities in global payment services technology\xc2\xb7 Flexible and collaborative work environment\xc2\xb7 Competitive salary\xc2\xb7 Employee Stock Options plan\xc2\xb7 Discretionary performance bonus\xc2\xb7 Medical protection allowance\xc2\xb7 Laptop and accessories

IPID