This role is about:
As a Technical Support Engineer , you’ll play a crucial role in supporting our banking and acquiring projects by resolving technical issues, managing client interactions, and ensuring smooth operational processes. Your focus will be on providing exceptional customer service, investigating client issues, and delivering reliable support while working with internal teams and external clients. This role requires strong technical acumen, excellent communication, and a collaborative approach.

You will:

• Provide technical support for external and internal customers on banking and acquiring projects.
• Conduct technical investigations of client issues, including decline reasons and transaction status.
• Manage merchant accounts, including creation, logins, permissions, and testing of cases and interfaces.
• Offer general information and guidance on technical issues during client interactions.
• Support the banking department in growing and managing client needs.
• Utilize ticketing systems (e.g., Freshdesk) to manage and track customer requests.

What we need:

• Prior experience in technical customer service, financial services, or a similar industry.
• Above-average computer proficiency and technical knowledge.
• Familiarity with SEPA, SWIFT, Faster Payments, BACS, and CHAPS processes is a strong plus.
• Experience managing access or technical accounts and corporate accounts/cards.
• Strong written and verbal communication skills, with the ability to document complex bugs and troubleshooting steps.
• Skilled in multitasking, attention to detail, and working with multiple systems or applications.
• Analytical and troubleshooting capabilities to resolve technical issues efficiently.
• Familiarity with Python, AWS, or log analysis is an advantage but not mandatory.

🚀 Hiring Process
1️⃣ First Interview: 30-minute introductory chat led by the Talent Acquisition Partner.
2️⃣ Second Interview: 1-hour deep-dive with the Head of Technical Operations to explore your experience and skills.
3️⃣ Team Fit Interview: 1-hour meeting with the technical support team.

4️⃣ Final Interview: 1-hour session with the Head of Talent Acquisition for final alignment.