Senior Customer Support Engineer

You will provide support to Swift product and services within the area of expertise of your team: the Swift Secured Network used for international transactions, Swift Messaging services, Swift Software suite, and the many services we offer to our community.
 

What to expect:

• Answer customers’ queries interacting manly through web-cases

• Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases

• As Swift supports a wealth of products and services we use Intelligent Swarming for employees to maintain end-to-end expertise.

• We operate in a KCS (Knowledge Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job

• Build and maintain customer relationships and increase customer satisfaction by performing checks of their operational environment and giving recommendations for improvement

• Travel to customers to deliver professional services on a case-by-case basis

• Participate in service and products improvement projects and drive project deliverables on a case-by-case basis

What will make you successful:

• A Master or Bachelor degree in IT/Engineering/Computer Science or equivalent

• Fluent English, written and spoken communication skills.

• 5- 10 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset

• Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)

• Rotations for weekends/public holidays with leave & pay compensation.

• TCP/IP protocol and technical implementation (such as NAT, routing)

• SSO, RADIUS, LDAP integration with applications

• Windows, Linux, and/or Rhel administration

• Oracle databases, MQ series and/or IBM WebSphere

• User or Administrator of SAP, SalesForce, ServiceNow.

• Java, XML and SQL knowledge

What we offer

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact accessibility-Sysgroup@swift.com or indicate this in your application.

Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).

All requests are confidential and will not affect your candidacy.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.