About the Job:
The company 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 the company are limitless. We believe in straight talk, quick decisions, strong execution, and elegant solutions. The company is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.
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Responsibilities:
- Serve as a focal point and source of knowledge for departments in the company and for our clients.
- Share knowledge by advising the Customer Success department and other internal teams, keeping our Knowledge Base updated, and creating new articles.
- Manage major and critical production outages: take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external Root Cause Analyses.
- Collaborate with business and engineering teams to ensure efficient issue resolution, aiming for the most suitable solutions and minimizing further escalations.
- Analyze production traffic and locate design gaps: conduct deep-dive analysis of transaction processing by clients with partners, and identify design gaps and necessary improvements.
- Participate in the features development life cycle from design to implementation and handover to relevant teams.
- Maintain production quality by coordinating maintenance with the engineering team, providing risk analysis, and continuously enhancing production quality.
Requirements:
- 3-5 years of experience in Technical Support Tier 3, Sales Engineer, Escalation, or similar roles within the Customer Success department for B2B.
- Experience with APIs (especially REST APIs), SQL, and Postman.
- Proficiency in inspecting and diagnosing logs.
- Strong understanding of complex system architecture, with in-depth analysis, problem-solving skills, and an aptitude for delivering creative technical solutions.
- A curious mindset with a passion for providing exceptional support and problem-solving abilities.
- Excellent team player with a can-do mentality, great communication skills, and the ability to work independently, lead and implement new processes while multitasking.
- Excellent English (verbal and written) is required.
- Familiarity with Jira and Confluence is an advantage.
- Proven experience in the FinTech industry is an advantage.
