Technical Support Tier 2

Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.

We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.

Get the tools to grow globally at www.rapyd.net. Follow: Blog, Insta, LinkedIn, Twitter

As a Technical Support you will:

• Handle customer requests professionally, maintaining SLAs and high satisfaction rates
• Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.)
• Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions
• Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk
• Communicate clearly and empathetically with customers via HubSpot, phone, and email
• Verify functionality in Sandbox and Production environments to support accurate issue resolution
• Document solutions, best practices, and contribute to the internal knowledge base
• Support and guide Tier 1 agents, acting as their escalation point
• Assist with the onboarding and training of new Tier 1 agents

Requirements:

• Able to work independently from our regional office
• Experience in a customer-facing role in a global B2B environment
• Strong troubleshooting skills using logs, tools, and structured thinking
• Proficiency with: Postman, Kibana, Jira, Confluence, HubSpot or other CRM systems
• Solid understanding of API integrations and bug tracking/reporting tools
• Excellent written and verbal English skills
• Great technical documentation and communication abilities
• Ability to work well under pressure in a fast-paced environment
• Experience in payments or fintech – Big Advantage

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