Job Summary
We are looking for a Senior Technical Support Engineer to join our Malaysia team and become a key local technical resource for our smart card, payment card and card personalization solutions.
The role will provide technical support to customers and internal operations, troubleshoot technical issues, support card personalization and new product implementation and coordinate customer projects.
You will work closely with our centralized Technical Team in Thailand and technical experts across the group, with training and knowledge transfer provided to develop deeper expertise in EMV, smart card and card personalization technologies.
We are looking for someone with a strong technical foundation, hands-on troubleshooting skills, and willingness to learn and grow, rather than someone who already knows everything about EMV.
Key Responsibilities
Technical Support
Provide technical support and troubleshooting for customers and internal operations.
Investigate hardware, software, system integration, and card personalization issues.
Support smart card and EMV card personalization activities, including preparation of personalization profiles, scripts, and test cards.
Support card testing, validation, new product setup, and production readiness.
Support personalization equipment, software, and related systems.
Participate in customer technical discussions and provide remote or on-site support when required.
Support technical implementation projects, including installation, integration, testing, UAT, migration, and production go-live.
Coordinate technical issues and project activities with customers, internal teams, vendors, and regional/group technical teams.
Perform troubleshooting, root cause analysis, and preparation of technical reports when required.
Provide day-to-day technical guidance and knowledge sharing to the local support team.
Maintain technical documentation, configuration records, and troubleshooting knowledge.
Gradually develop into the local technical focal point in Malaysia for smart card and payment solutions.
Qualifications & Experience
Diploma or Bachelor's degree in IT, Computer Science, Engineering, Electronics, Telecommunications, or a related technical field.
Around 3 years or more of experience in technical support, application/system support, system implementation, engineering, or a related technical role.
Candidates with less experience but strong technical skills and good learning potential may also be considered.
Good troubleshooting and problem-solving skills.
Basic knowledge of Windows, networking, databases, system integration, or application support.
Comfortable working directly with customers and coordinating with different technical teams.
Good communication skills in English.
Willing to travel when required.
Advantageous Experience
Experience in any of the following would be an advantage but is not mandatory:
Smart card, EMV, payment card or card personalization technology.
Banking, payment, ATM, POS, or card issuance systems.
Contact or contactless chip cards.
Card personalization equipment or smart card readers.
SQL, APIs, system integration or log analysis.
Cryptography, encryption, or Hardware Security Modules (HSM).
Secure printing or card production environments.
Customer technical support or technical project implementation.
Team leadership or mentoring junior engineers.
What We Are Looking For
We are looking for someone who is technically strong, enjoys troubleshooting, takes ownership of problems, communicates well with customers, and is eager to learn.
We will provide training and knowledge transfer in smart card, EMV, card personalization, and our solutions, with the opportunity to grow into a technical specialist and local technical leader within our regional organization.