Senior Support Engineer
Atlantic Partners Asia
full-time
Posted on:
Location Type: Hybrid
Location: Kuala Lumpur • Malaysia
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Job Level
Tech Stack
About the role
- Responsible for first line monitoring and operational support for our payments and trading systems.
- Ensure system availability, triaging and escalating incidents, and maintaining high service levels.
- Monitor payments and trading systems in real time using alerting and observability tools, ensuring issues are identified and actioned promptly.
- Serve as the first point of contact for system alerts, user-reported issues, and operational incidents during shift hours.
- Triage and classify incidents by severity; resolve L1-tier issues independently and escalate L2/L3 issues with clear documentation.
- Maintain and update incident logs, runbooks, and shift handover notes accurately.
- Perform health checks and routine operational tasks at the start of each shift.
- Monitor payment flows across fiat and/or crypto rails, identifying failures, delays, or anomalies and acting in accordance with documented procedures.
- Support the operational integrity of trading system interfaces, including order management and execution connectivity checks.
- Perform basic network diagnostics to identify connectivity issues impacting systems or integrations.
- Understand and apply working knowledge of DNS, TCP/IP, firewalls, and VPNs to support troubleshooting.
- Apply security best practices during daily operations — including access control adherence, recognizing anomalous activity, and following incident response procedures.
- Collaborate with L2/L3 engineers, DevOps, and business operations teams to resolve issues effectively.
- Contribute to the improvement of runbooks, alerting thresholds, and support processes based on shift learnings.
- Participate in handover calls and stand-ups to ensure continuity across shift transitions.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering or related discipline.
- 1–3 years of experience in application support, IT operations, or a related technical role.
- Experience within fintech, banking, payments, or trading technology environments is strongly preferred.
- Relevant certifications (e.g. CompTIA Network+, ITIL Foundation, AWS Cloud Practitioner, or similar) are an advantage but not mandatory.
- FX systems is also highly valued.
- Working understanding of payment processing (e.g. SWIFT, SEPA, Faster Payments, crypto rails) and/or trading or execution systems.
- Solid foundational knowledge of networking concepts, including TCP/IP, DNS, firewalls, VPNs, and basic routing.
- Familiarity with cloud environments (AWS, Azure, or GCP) and basic Linux/Windows server administration.
- Awareness of common security practices in application support, including access management and incident response.
- Experience using monitoring or observability platforms such as Datadog, Grafana, Splunk, PagerDuty, or similar tools.
- Experience using ticketing and service management tools (e.g. Jira Service Management, ServiceNow, or equivalent).
- Additional experience working with mobile apps is desirable.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
application supportIT operationsnetwork diagnosticspayment processingtrading systemsnetworking conceptsLinux server administrationWindows server administrationsecurity best practicesincident response
Soft Skills
incident triagingdocumentationcollaborationproblem-solvingcommunicationattention to detailoperational integrityshift transition managementuser supportprocess improvement
Certifications
CompTIA Network+ITIL FoundationAWS Cloud Practitioner