Technical Support Engineer

About The Job

We are looking for a Technical Support Engineer to join our team.

You’ll be responsible the end-to-end needs of our customers, from pre-sales and integration assistance to post-sales support and analytics.

You’ll be part of our dedicated and dynamic team collaborating with other global groups across the company, including Engineering, Infrastructure, Product Management, Sales, and Account Management. As a team, we teach and motivate one another, aspiring to deliver the best quality of work internally and to our customers on a daily basis. You’ll have the opportunity to collaborate with international customers who use our payments platform, using your creativity, analytical skills, and perseverance to tackle problems ranging from the straightforward to the complex.

Role Description

• Answer clients’ API questions via multiple support channels.
• Provide client support and technical issue resolution via email and phone.
• Review customer inquiries and questions, acquire all relevant details, troubleshoot and resolve issues.
• Provide timely, efficient and professional follow-up to customers inquiries.
• Assist and initialize training materials and internal/customer-facing documentation.
• Rotate On-Call duty with other staff members (if necessary).
• Escalates incidents when necessary.
• Open and monitor incidents created with 3rd party providers.
  
  

• Minimum 3 years of experience as a tier 2/3 Technical Support Engineer
• Experience and knowledge of API calls, logs and SQL- A Must
• Excellent written and spoken communication skills in English
• Experience working with global customers and global company
• Ability to understand and troubleshoot system/API/applications flows and provide solutions.
• Logical thinker, excellent analytical and problem-solving skills
  
  

• Experience in the Payments industry
• Degree in a relevant technical field Computer Science or Software Engineering