Technical Support Engineer (FinTech)

Requirements

• At least 3 years of experience in a technical support role
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to understand code in languages such as JavaScript (ReactJS, Node.js, Typescript), HTML, CSS, SQL (MySQL, PostgreSQL). The ability to code is not required but would be advantageous to your application
• Familiarity with version control systems such as Git
• Experience with CI/CD pipelines (e.g., ArgoCD) and containerization technologies like Docker and Kubernetes
• Understanding of cloud storage solutions (e.g., AWS S3, Glacier) and basic cloud infrastructure management
• Exposure to logging and monitoring tools (e.g., Datadog) for tracking system performance and troubleshooting
• Experience with API testing tools (e.g., Postman) and supporting API-driven workflows
• At least an Upper-Intermediate level of English

WOULD BE A PLUS

• Knowledge of messaging systems such as SQS or Kafka

Personal Profile

• Team player, ability to work cross-functionally and collaboratively with multiple stakeholders
• Curiosity and quick learning skills with the ability to absorb lots of new information in a fast-growing environment
• Positive mindset and proactivity

Responsibilities

• Respond to customer inquiries and technical support requests promptly and professionally
• Ensure the agreed levels of service are met according to the Service Level Agreement (SLA)
• Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems
• Collaborate effectively with cross-functional teams, including developers and QA engineers, to ensure timely resolution of customer issues
• Conduct in-depth analysis of Customer problems, identify root causes, and implement effective solutions
• Maintain accurate and detailed records of Customer interactions, technical issues, and resolutions in the ticketing system
• Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime
• Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides
• Assist in testing and validating software releases and updates before deployment to ensure quality and reliability