The company has unified payments, payouts, and fintech on a worldwide platform, and we’re assembling the 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 clients, contributing to the knowledge base by creating articles and sharing insights with the Customer Success department.
- Manage major and critical production outages: take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external root cause analyses (RCAs).
- Collaborate closely with business and engineering teams to ensure efficient issue resolution, aiming to minimize further escalations.
- Analyze production traffic and identify design gaps through deep-dive analysis of client transactions with partners, focusing on improving processing approval ratios.
- Participate in the development lifecycle of features, from design to implementation and handover to relevant teams.
- Maintain production quality by coordinating with the engineering team for maintenance, providing risk analysis, and enhancing production quality.
Requirements:
- At least 3-5 years of experience in Technical Support Tier 3, Sales Engineer, Escalation customer-facing roles, or similar positions within the Customer Success department for B2B.
- Proficiency with APIs (especially REST APIs), SQL, and Postman.
- Experience in inspecting and diagnosing logs.
- Strong understanding of complex system architecture, with excellent problem-solving skills and the ability to provide creative technical solutions.
- A proactive "Support bug" mentality, with great problem-solving skills and a commitment to delivering the best for every issue.
- Strong communication skills, a team player mentality, and the ability to work independently while leading and implementing new processes.
- Excellent English communication skills, both verbal and written.
- Familiarity with Jira and Confluence is an advantage.
- Proven experience in the FinTech industry is a plus.
Language Requirements:
- Excellent English - Verbal and written
