Job Description

iPiD empowers financial institutions, payment service providers, and enterprises with a single global API for Know Your Payee (KYP) verification—reducing fraud, reducing costs, staying compliant, and streamlining cross-border payments, globally.

We are a fast-growing fintech startup, founded by a global team of industry veterans from iconic organizations like SWIFT and Thomson Reuters. Supported by leading investors such as Monk's Hill Ventures, Jungle Ventures and Saison Capital, and guided by an advisory team featuring C-suite leaders from Microsoft, Commonwealth Bank, and the Bill & Melinda Gates Foundation. Our team combines global expertise with local insights; we are present across key cities—including Singapore, Hanoi, Kuala Lumpur, Mumbai, Amsterdam, Brussels, Paris, London, New York, and Dubai.

As a Technical Operations Engineer, you will be responsible for supporting the day-to-day operation of iPiD's platform, ensuring reliable service delivery and excellent customer support. You will monitor system health, investigate incidents, manage customer issues, and collaborate with cross-functional teams to maintain operational stability and improve customer experience.

You will play an important role in driving operational excellence through proactive monitoring, process improvements, documentation, and release readiness activities, helping ensure our platform remains secure, reliable, and scalable as the business grows.

Core Responsibilities:

• Deliver L2 technical support to clients via phone, email, and chat; own case lifecycle, provide timely status updates, and maintain accurate records of all interactions in Jira .
• Safeguard production of reliability and system stability through effective observability, monitoring, alerting, and incident management practices.
• Configure log monitoring and alerting dashboard; triage and investigate alerts when triggered.
• SLA and response-time ownership. Track adherence to response-time commitments
• Support internal stakeholders with recurring operational tasks and ad-hoc requests.
• Continuously improve technical support operations in collaboration with Presales, Operations, and Customer Success.
• Document technical solutions, runbooks, and knowledge base articles for reuse across the support and engineering teams.
• Act as a release gatekeeper: participate in User Acceptance Testing (UAT) to ensure a smooth handover from Development to Operations for every feature release.

Requirements

• Min. 3 years working experience in technical support organisation, ideally in fintechs, financial services, or any regulated environment
• Experience of tracing and resolving issues using logging, DB query and other support tools.
• Experience working on cloud-based technologies associated with Azure / AWS / GCP
• Sound knowledge in service desk operations
• 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
• Must be legally authorized to work in the country where the role is based without requiring current or future visa sponsorship.

Nice to Have

• Modern software development knowledge will have an advantage
• Experience working in a globally distributed start-up or high-growth environment

Benefits

What We Offer

• Meaningful Impact – Play a key role in shaping the future of trusted cross-border payments and fraud prevention, helping solve critical challenges for financial institutions and businesses worldwide.
• Learn from experienced industry leaders – Join a team with deep expertise across payments, fintech and technology, and gain exposure to global customers and markets.
• Ownership & Growth – Join a fast-growing global fintech where your contributions are visible and valued, with the opportunity to participate in our Employee Stock Option Plan (ESOP) and share in our long-term success.

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