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We are looking for a Technical Supervisor.
What youll do:
Oversee all the operations activities on your assigned shift, multi-task and prioritize real-time issues, investigating and escalating bugs while following escalation protocols.
Provide Tier-2 technical support within the desired SLA while ensuring that customer satisfaction goals are achieved.
Perform in-depth troubleshooting and resolve technical difficulties and complicated issues that were escalated from customers or our support team.
Analyzing APIs, investigating logs, opening JIRA tickets to R&D production teams, raise flags about wide and urgent issues.
Monitor our infrastructure services, servers and queues using our dashboards and internal system tools.
Full-Time position, working in 24/7 shifts, including weekends and holidays

We are looking for a Technical Support Engineer.
As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.
In this role, you will be responsible for:
Provide expert technical support to our internal operational teams, specifically addressing Platform-related issues.
Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
Take charge of technical escalations, acting as the primary liaison for all relevant teams.
Thoroughly investigate and troubleshoot complex Platform and user-related issues, including failures, and errors.
Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
Help craft root cause analysis documents and find proactive solutions to stop issues from reoccurring
In this role, you may need to engage with senior leaders, including Directors, VPs, and C-level executives, when payment technical issues are escalated to this level.
Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
Ability to comprehend complex workflows and collaborate effectively with the R&D department.

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned