Technical Support

Israel
Customer Success
Experienced (3-5 Years)
Full-time
Description

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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