Key Responsibilities
About You
We're looking for a technically curious problem-solver who enjoys working in fast-paced production environments and delivering exceptional customer support.
Essential Experience
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- Provide end-to-end technical support for enterprise customers using the company's payment platform.
- Troubleshoot and resolve complex production issues involving APIs, payment processing and cloud-based services.
- Investigate incidents, perform root cause analysis (RCA) and coordinate resolution with Engineering, Product and Operations teams.
- Monitor production environments, investigate alerts and help maintain platform reliability and performance.
- Support customer onboarding, product launches and API integrations.
- Ensure all client requests are managed within agreed Service Level Agreements (SLAs).
- Contribute to continuous improvement by enhancing support processes, documentation and operational efficiency.
- Collaborate with Software Engineering, DevOps, Site Reliability Engineering (SRE), Product and Customer Success teams to deliver an exceptional customer experience.
- Participate in a 24/7 rotational support schedule, including evenings, weekends and public holidays.
About You
We're looking for a technically curious problem-solver who enjoys working in fast-paced production environments and delivering exceptional customer support.
Essential Experience
- Experience as a Technical Support Engineer, Application Support Engineer, Production Support Engineer, Platform Support Engineer or similar.
- Experience supporting SaaS, FinTech, Payments, Banking or cloud-based technology platforms .
- Strong troubleshooting, analytical and problem-solving skills.
- Experience supporting REST APIs, API integrations, web services and production environments.
- Knowledge of incident management, root cause analysis (RCA) and SLA-driven support.
- Experience with ticketing and monitoring tools such as Jira, Zendesk, ServiceNow, Grafana, Datadog, Splunk or similar .
- Working knowledge of SQL, Linux, Docker, Kubernetes, AWS, Azure or Google Cloud Platform (GCP) is advantageous.
- Excellent communication and stakeholder management skills with a customer-first mindset.
- Willingness to work rotational shifts in a 24/7 support environment.
Apply now!
For more exciting Commercial & C-Suite vacancies, please visit:
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