Technical Solutions Specialist

We are looking for a Technical Solutions Specialist to join our Customer Support team!

To a fintech company providing API-driven, cloud-native payment solutions.

Our platform leverages advanced AWS services, ECS task orchestration, and modern CI/CD tools to deliver scalable and secure solutions to our clients.

This role combines technical support, troubleshooting, and hands-on work with advanced systems, while collaborating closely with business clients and internal teams.

Key Responsibilities:

• Provide Tier 1+ technical support to business clients, handling technical issues and service requests across multiple systems
• Troubleshoot and resolve technical issues, escalating complex cases to advanced support tiers
• Manage platform systems, including operations via management interfaces, maintenance, and configurations
• Support internal employees, including setup and maintenance of macOS laptops, Apple accounts, software installations, and developer tools
• Investigate application and infrastructure logs to identify bugs and escalate them to development teams
• Develop and maintain playbooks for effective technical support and incident management
• Perform sanity checks to ensure platform stability and functionality
• Execute scripts and run database queries for troubleshooting and diagnostics
• Collaborate with internal teams to improve platform performance and resolve client issues
• Document workflows, create best practices, and provide client training when needed

Requirements:

• Proven experience supporting macOS devices in an enterprise environment, including strong knowledge of Apple account management
• At least 3 years of experience in Tier 1+ technical support, troubleshooting, and maintaining systems and platforms
• At least 1 year of experience with networking and firewall systems, including troubleshooting communication issues
• Basic understanding of AWS services and familiarity with Google services and SaaS products
• Experience working in development-oriented environments and familiarity with development tools and processes
• Strong ability to analyze logs, identify bugs, and collaborate with engineering teams
• Experience running scripts and database queries for troubleshooting

Nice to Have:

• Experience with API integrations and tools such as Postman, CloudWatch, and Elasticsearch
• Knowledge of compliance standards such as PCI DSS and GDPR
• Familiarity with CI/CD tools and processes (e.g., Pulumi, CodeCommit)
• Strong problem-solving and communication skills, with the ability to explain technical concepts to non-technical stakeholders

What We Offer:

• A collaborative and innovative work environment in the fintech industry
• Opportunity to work with cutting-edge technologies (AWS, ECS, Elasticsearch)
• Professional growth and development opportunities