Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide high-touch technical support to merchants and partners. You will triage and escalate technical issues, maintain service levels and customer satisfaction, coordinate resolution with internal and external stakeholders, develop production monitoring tools, update the knowledge base, and support global on-call coverage.
Requirements
- 3-5 years of experience in a technical support role
- Strong troubleshooting skills using SQL Postman Kibana Jira and Confluence
- Knowledge of API management and bug reporting tools
- Customer-facing experience in a global B2B company
- Ability to work under pressure in a fast-paced environment
- Strong technical writing and verbal communication skills
- Experience in the payments industry is a major advantage
Responsibilities
- Provide first-line technical support and escalation
- Handle customer requests while maintaining service levels and customer satisfaction
- Escalate and own issues with internal teams service providers and partners
- Develop monitoring tools for the production environment
- Extend the knowledge base
- Work across departments to resolve customer issues
- Cover on-call shifts as needed