Senior Executive of Support Engineer

About Us

At APA, we are committed to cultivating a workplace founded on integrity, where team collaboration, respect, and inclusion aren't just values - they are ingrained in the way we operate every day. We believe that by embracing diverse perspectives and fostering a supportive environment, we can collectively achieve outstanding results. Our culture is designed to empower each team member to contribute their unique ideas and skills, driving innovation and excellence across all facets of our business.

Job Title: Senior Executive of Support Engineer

Location: Kuala Lumpur (Hybrid)

Department: Technology

Job Summary

Responsible for first line monitoring and operational support for our payments and trading systems. This role is responsible for ensuring system availability, triaging and escalating incidents, and maintaining high service levels.

Job Duties and Responsibilities

• System Monitoring & Incident Management
• 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.
• Payments & Trading Systems Support
• 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.
• Network & Infrastructure
• 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.
• Security Awareness
• Apply security best practices during daily operations - including access control adherence, recognizing anomalous activity, and following incident response procedures.
• Collaboration & Continuous Improvement
• Work closely 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.

Job 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.
• This role operates on a rotational shift schedule, covering 7:00 AM to 1:00 AM, seven days a week. Candidates must be able to commit to shift-based work, including weekend and public holiday coverage as part of the rotation.