Technical Support Engineer

We are looking for a Technical Support Engineer.
As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.
In this role, you will be responsible for:
Provide expert technical support to our internal operational teams, specifically addressing Platform-related issues.
Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
Take charge of technical escalations, acting as the primary liaison for all relevant teams.
Thoroughly investigate and troubleshoot complex Platform and user-related issues, including failures, and errors.
Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
Help craft root cause analysis documents and find proactive solutions to stop issues from reoccurring
In this role, you may need to engage with senior leaders, including Directors, VPs, and C-level executives, when payment technical issues are escalated to this level.
Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
Ability to comprehend complex workflows and collaborate effectively with the R&D department.