About the RoleWe are looking for a forward-thinking, bilingual Japanese-speaking Technical Customer Support Engineer to join our global Customer Support Delivery organisation based in Kuala Lumpur, Malaysia.In this role, you will assist our customers around the world, solving their Swift operational challenges daily.You must be technically sound, curious, and willing to acquire an 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, which is why our ideal candidate is a team player with excellent communication skills.We work with an Agile approach, where change is part of our daily operations, so we expect you to be flexible, adapt quickly, 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 crises and incidents, inspiring confidence in our customers and colleagues.What to Expect:Able to work from 7.00am - 3.30pm MYT shift including weekends rotation and/or on-call, supporting APAC, EMEA, and AM customers.Provide support through phone and web-case to answer inquiries and resolve technical problems.Work with customers to identify the root cause of issues.Generate knowledge articles and participate in defining specifications to enhance product supportability, usability, and reduce complexity.Support other divisions within the company by delivering product presentations and demonstrations.Update and ensure the quality of internal training materials, problem management procedures, and online documented solutions.Participate in service and product improvement projects and drive these initiatives.What Will Make You Successful:Degree in IT, Engineering with an IT major, or equivalent.Excellent communication skills, with fluency in both English and Japanese (written and spoken).Strong attention to detail, analytical, and troubleshooting skills to support critical applications and services.A strong drive to solve problems, with a focus on achieving success through solving unique and complex issues.A desire to learn and progress through our extensive product range and service offerings.A team player who is comfortable working in a multicultural environment.Autonomous, driven, self-aware, flexible, and open-minded, with the ability to adapt quickly to changes (AGILE).A customer-service mindset, placing the customer at the center of attention to enhance the customer experience.Required Experience:Experience in a technical customer support environment; experience in Financial Services and Banking systems is a plus.Foundational knowledge of various Operating Systems (Windows, Unix, or Linux) is an advantage.Basic knowledge of Networking protocols (TCP/IP, NAT, routing), Routers, VPNs, and Firewalls.Ability to work independently and remain stress-resistant due to business criticality and time constraints.You Will Have an Edge If You Have:Technical certifications or proven skills in any of the following fields:Familiarity with Swift Interfaces, Products, and Services (e.g., SwiftNet, Alliance platform, Swift's messaging solutions).Experience with Swift Products such as Alliance Access, Gateway, Lite2, Cloud.Knowledge in Cloud technology and Connectivity solutions.What we offerWe put you in control of careerWe give you a competitive packageWe help you perform at your bestWe help you make a differenceWe give you the freedom to be yourselfWe 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.
