What is our vision? iPiD envisions a world where sending money internationally is as easy as it is locally, without worrying your money is sent to the wrong account or mis-directed by the payment services provider.
We achieve this by providing pre-payment data verification services for financial services providers, such as banks, payment systems, fintechs, and corporates upfront before the actual payment takes place. This enhances payment and financial operational efficiency, complies with regulatory mandates and makes their customers happier and sweat-free.
Who are we? iPiD is a fast-growing, fintech start-up that is founded by a global team of senior leaders who have led iconic payments and technology companies, including SWIFT and Thomson Reuters. We are backed by leading investors such as Jungle Ventures and Saison Capital.
We are privileged to be supported by an A-team of advisors, including C-suite leaders at Microsoft, Commonwealth Bank and the Bill & Melinda Gates Foundation.
Our global team has representatives in Singapore, Jakarta, Hanoi, Kuala Lumpur, Mumbai, Amsterdam, Brussels, New York, Madrid, Johannesburg, Seattle and London.
What are we looking for? 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 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 customer's 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. 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
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Working in accordance with applicable laws, iPiD prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by national or local laws of the jurisdiction in which the applicant resides.
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Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidence and solely used for recruitment purposes.
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To protect the interests of all parties, iPiD does not accept unsolicited resumes from a third party agency or search firm recruiters. Any unsolicited resumes sent to any iPiD employee, regardless of the means of transmission, will become the sole property of iPiD. We will not pay a fee for any placement resulting from the receipt of an unsolicited resume