remote
Technical Support Engineer - Thunes
Software Engineer
Seeking a Technical Support Engineer to provide expert assistance for Thunes' global payment network. This role involves troubleshooting complex issues and ensuring seamless customer experience with our innovative financial technology solutions.
About the role
Key Responsibilities
- Provide Tier 2/3 technical support to customers experiencing issues with Thunes' payment platform.
- Troubleshoot and diagnose complex technical problems, including API integrations and payment processing failures.
- Collaborate with engineering and product teams to resolve bugs and improve product functionality.
- Document technical solutions and create knowledge base articles for internal and external use.
- Monitor system performance and proactively identify potential issues.
- Communicate effectively with customers, providing clear and concise updates on issue resolution.
Requirements
- Proven experience in a technical support or similar customer-facing role, preferably in FinTech or SaaS.
- Strong understanding of API integrations and troubleshooting network-related issues.
- Familiarity with payment systems and financial transaction flows.
- Excellent problem-solving and analytical skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Skills
customer supportcommunicationproblem solving