Leanis Solutions Hiring! Full Time Technical Support Engineer (Regional – MY Payments) in Selangor - Ricebowl

About Leanx

Leanx is a leading payment gateway company in Malaysia, established in 2008. Initially operating as a system integrator, we transitioned into the payment gateway space over the last two years, offering secure, innovative, and reliable payment solutions to businesses across the region. As we continue to grow, we are committed to maintaining the highest standards of risk management and regulatory compliance to ensure the trust and safety of our clients and partners.

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Job Summary

This role acts as a bridge between Customer Support and Software Engineering teams, focusing on investigating technical issues, supporting merchant integrations, and ensuring smooth resolution of payment and system-related incidents. You will also assist merchants with integration-related inquiries, with training and guidance provided by the team.

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Key Responsibilities

- Investigate and resolve payment and system-related issues including transaction failures, delays, mismatches, and callback errors

- Analyze API logs, system logs, and transaction data to identify root causes

- Translate issues from support/business teams into clear technical findings for engineering teams

- Work closely with Engineering and DevOps teams to troubleshoot and resolve issues

- Ensure all escalations include complete logs, reproduction steps, and clear problem statements

- Support MYR payment channels such as FPX, DuitNow QR (DNQR), and payout systems

- Perform root cause analysis (RCA) and provide actionable insights

- Monitor system health and ensure incidents are resolved within SLA

- Maintain detailed incident reports, logs, and documentation

- Work hand-in-hand with senior team members for guidance and troubleshooting

- Participate in incident review and continuous improvement discussions

Merchant Integration Support

- Assist merchants with payment integration inquiries (API usage, callback handling, error scenarios)

- Provide basic guidance on integration setup and troubleshooting

- Support merchant onboarding by verifying integration flow and identifying issues

- Work closely with internal teams to resolve integration-related problems

- Ensure clear communication with merchants during integration and testing phases

- Training and documentation will be provided to support this function

Additional Responsibilities

- Monitor transaction performance (success rate, latency, callback reliability)

- Act as a key responder during production incidents

- Communicate technical updates clearly to both non-technical and technical stakeholders

- Assist in improving SOPs, monitoring alerts, and troubleshooting workflows

- Liaise with banks, payment providers, and third-party integrations when required

- Support release validation and post-deployment monitoring

Shift & Coverage Requirements

- Participate in shift rotation to support 24/7 production systems

- Shifts may include morning, afternoon, and night schedules

- Weekend and public holiday coverage may be required

- Ensure proper handover between shifts with clear incident updates

- Respond to high-priority incidents within defined SLA

Nice to Have (Optional)

- Internship or exposure to fintech, payment gateway, or banking systems

- Exposure to system monitoring or production environments

- Familiarity with monitoring/logging tools (e.g., Kibana, Grafana)

- Basic programming or scripting knowledge (Python, SQL)

- Experience working in a 24/7 production support environment

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Requirements

- Diploma or Degree in Computer Science, IT, Engineering, or related field

- Basic to intermediate understanding of REST APIs, HTTP status codes, and system/application flows

- Familiarity with payment systems (FPX, DuitNow QR, e-wallets) is an advantage

- Ability to analyze logs (API/system), transaction data, and error patterns

- Basic knowledge of SQL or database queries is a plus

- Strong problem-solving and analytical thinking

- Good communication skills (able to bridge technical and non-technical teams)

- Able to work in a fast-paced, time-sensitive environment

- Willingness to work shift rotation (including night shifts, weekends, and public holidays)

Working Environment

- Fast-paced fintech production environment

- Exposure to cross-border payment systems

- Work closely with Customer Support, Engineering, and Operations teams

- Hands-on learning with real production issues

- Guided support and training provided for both technical troubleshooting and merchant integration

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Why Join Leanx?

• Be part of a forward-thinking company at the forefront of the payment gateway industry.
• Collaborative and inclusive work environment.
• Competitive salary and benefits package.