What you’ll Do:

• Provide Expert Level 2 Technical Support: Take ownership of complex technical issues, using advanced tools such as Grafana, ElasticSearch, and Kibana to diagnose and resolve problems.
• Lead Process Improvement Initiatives: Identify and address inefficiencies in the support process, develop SOPs, train Tier 1 support staff, and collaborate with the engineering team to implement long-term solutions.
• Collaborate with Teams: Act as a liaison between the support team and the engineering team, ensuring that critical issues are escalated and resolved quickly and that feedback is incorporated into product development.
• Manage Incidents: Step up as an Incident Manager when required, understanding the customer impact, coordinating with relevant teams, and ensuring that incidents are resolved with minimal disruption to customers.
• Contribute to Knowledge Base: Contribute to and refine technical documentation, creating comprehensive resources for both internal teams and customers.

What you’ll Need: 

• Customer Focus: Strong customer service orientation with a desire to resolve issues quickly and efficiently.
• Technical Aptitude: Proficiency or Expert in operating systems, networks, SQL, and tools like Grafana, ElasticSearch, and Kibana, with a track record of resolving complex technical issues.
• Problem-Solving Skills: Logical thinker with the ability to analyze issues and identify root causes effectively.
• Communication Skills: Ability to communicate technical concepts clearly and concisely to both technical and non-technical stakeholders. Good written and verbal communication skills in English.
• Incident Management: Experience managing incidents, including understanding customer impact, coordinating with multiple teams, and driving resolutions quickly and effectively.
• Shift Work: Able to work shifts and on weekends including holidays (a rotation basis).

Preferred Qualifications:

• Process Improvement Focus: Demonstrated ability to identify process gaps and implement effective solutions, reducing the volume of escalations and improving overall support efficiency.
• Leadership and Mentorship Skills: Experience mentoring junior staff and leading initiatives to enhance team performance.
• Prior experience in the payment processing industry, particularly in understanding payment gateway systems from the perspective of end users, payment providers, and merchants. This includes knowledge of transaction flows, payment troubleshooting, and ensuring secure and efficient payment processing.