Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kah Soon, Chin

Kuala Lumpur

Summary

Experienced Technical Support Leader with a solid track record in the fast-paced fintech industry, specializing in API integration, payment gateway, and e-wallet solutions. Skilled in post-sales support, resolving technical issues, and aligning solutions with business needs. Proven ability to bridge technical and non-technical teams for smooth implementation and client success.

Overview

16
16
years of professional experience

Work History

Channel Technical Account Manager

Ant International
Kuala Lumpur
01.2025 - Current
  • Conduct preliminary research and feasibility assessments for payment acquirer APIs, analyzing integration requirements, and compatibility with existing systems.
  • Perform end-to-end testing of payment acquirer API connectivity to validate functionality and compliance.
  • Setting up and configuring internal systems in accordance with the acquirer’s API specifications.
  • Prepare the payment acquirer channel launching report, including details such as relevant internal and acquirer's PIC contacts, onboarded merchants, and channel-specific features.
  • Oversee post-launch configurations, including MID setup and certification processes.
  • Serve as the primary contact for all technical matters between internal teams, payment acquirers, and channels.

Senior Technical Support Engineer

Ant International
Kuala Lumpur, Malaysia
07.2024 - 12.2024
  • Handle support tickets and troubleshoot issues raised by clients and customers.
  • Collaborate closely with internal teams and payment partners to identify root causes, and test resolutions.
  • Monitor payment success rates and incident alerts, escalating to relevant parties for investigation and follow-up.
  • Participate in weekly or biweekly meetings with payment partners to track and resolve pending issues.
  • Prepare and deliver Root Cause Analysis (RCA) reports for incidents in a timely manner.

Assistant System Support Manager

iPay88 Malaysia
Kuala Lumpur
08.2019 - 07.2024
  • Collaborate with business and sales departments by providing expert technical advice and suggestions for payment API integrations. Propose and recommend suitable APIs to align with clients' business needs and workflows.
  • Provide expert guidance and support by addressing technical questions, troubleshooting issues, and assisting clients with API integration.
  • Handle production issues and inquiries from major, key account clients.
  • Review API flows to identify inefficiencies, and propose actionable enhancements to improve payment system performance, scalability, and customer experience.
  • Assist the team manager in leading cross-functional system and integration support teams by directing team members, providing clear instructions, and guidance, to ensure timely, accurate, and knowledgeable resolution of customer requests.
  • Monitor, manage, and analyze support tickets to ensure adherence to service-level agreements (SLAs), resolving issues with precision and efficiency.
  • Oversee API documentation management, including updates, releases, and version control, ensuring accuracy and accessibility for stakeholders.
  • Conduct post-deployment production testing and validate new product rollouts to guarantee stability and functionality.
  • Prepare weekly and monthly performance reports for senior management, highlighting key metrics, and actionable insights.
  • Manage, edit, and update in-house developed CMS plugins to ensure system functionality and compatibility.
  • Implemented an internal request system with automated handling processes to improve efficiency.
  • Developed an API testing portal to enable the internal team to perform streamlined and effective testing.

Integration Support Team Lead

iPay88 Malaysia
Kuala Lumpur
09.2018 - 08.2019
  • Perform MID (Merchant ID) and payment system setups to enable seamless transaction processing.
  • Troubleshoot integration issues, and respond to integration-related inquiries raised by clients.
  • In charge of API documentation management, updates, and releases.
  • Design and document work procedures and processes.
  • Developed and implemented streamlined processes to enhance workflow efficiency within the integration support team.
  • Mentored junior team members in customer service techniques, effective problem-solving, and product knowledge.
  • Monitor the progress of internal case escalations.
  • Monitor, manage, and analyze tickets, ensuring tickets are resolved timely and accurately to meet SLAs.
  • Managed resource allocation and defined integration timelines to support operational planning.

Technical Support / System Administrator Team Lead

WebServer Malaysia c/o Acme Commerce Sdn Bhd.
Kuala Lumpur
06.2017 - 09.2018
  • Lead the Technical Support/Customer Care Department to deliver exceptional customer experiences.
  • Strengthen and improve systems for work processes, security, and automation.
  • Collaborate with the management team, board of directors, and stakeholders to drive business growth, strengthen brand reputation, and improve the company’s bottom line.
  • Establishes work procedures and processes that support the company, departmental standards, procedures, and strategic directives.
  • Provide clear direction, instructions, and guidance to team members to ensure customer inquiries are addressed promptly, efficiently, and accurately.
  • Act as the final decision-maker for complex requests or issues escalated beyond the highest level of support.
  • Delivered targeted training and development initiatives to enhance team capabilities, and uphold high-quality support standards.
  • Served as dedicated support for key clients, including AXA Affin, Sports Toto, Gamuda Land, and others.

Technical Support L3

WebServer Malaysia c/o Acme Commerce Sdn Bhd.
Kuala Lumpur
07.2009 - 07.2017
  • Ensure all servers—including name servers, web servers, mail servers, backup servers, and appliances are operating at optimal performance.
  • Manage server accounts, including creation, setup, termination, and removal.
  • Resolve client issues through email, phone, and live chat support.
  • Assisteand liaise with clients in setting up servers tailored to their customized requirements.
  • Troubleshoot technical issues encountered by support staff and clients, both onsite and remotely.
  • Asssist the Technical Director in conducting research on industry trends and technologies.
  • Maintain and update all electronic master database files.
  • Train and onboard new staff members.

Education

Bachelor of Computer Science -

Asia Pacific University of Technology And Innovati
Kuala Lumpur

Skills

  • Payment system API integration
  • Payment processing
  • Technical troubleshooting
  • Technical documentation
  • Performance monitoring
  • System configuration
  • Issue resolution
  • Team management

Languages

English
Advanced (C1)
C1
Chinese (Mandarin)
Proficient (C2)
C2
Chinese (Cantonese)
Native
Native
Malay
Advanced (C1)
C1

Timeline

Channel Technical Account Manager

Ant International
01.2025 - Current

Senior Technical Support Engineer

Ant International
07.2024 - 12.2024

Assistant System Support Manager

iPay88 Malaysia
08.2019 - 07.2024

Integration Support Team Lead

iPay88 Malaysia
09.2018 - 08.2019

Technical Support / System Administrator Team Lead

WebServer Malaysia c/o Acme Commerce Sdn Bhd.
06.2017 - 09.2018

Technical Support L3

WebServer Malaysia c/o Acme Commerce Sdn Bhd.
07.2009 - 07.2017

Bachelor of Computer Science -

Asia Pacific University of Technology And Innovati

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Kah Soon, Chin