Technical Support Engineer (Enterprise)

Requirements

• You have previous experience in a technical support engineering role in an enterprise environment, and are familiar with support tooling and terminology
• You're confident in testing and debugging REST APIs, interpreting log and querying databases
• You have strong organization and prioritization skills, and you're able to focus on solving complex challenges at hand while setting expectations with stakeholders
• You thrive in a support environment, and also drive proactive improvements and initiatives where you identify them
• You're cool under pressure - can navigate and handle the response to several high severity incidents at once - incident management experience is preferable

Nice to Haves

• While this is not a developer role, having basic knowledge of some programming languages would be desirable (e.g., Python, JavaScript)
• The team works 24/5 service levels globally, you'll be comfortable with some regular out-of-hours and on-call over the weekends
• You work well in a team with a diverse group of people from all over the global and cultures and in different time zones

What You'll Be Doing

• You'll help support our API customers across different support channels and time zones - primarily with email in queues and also by phone or video conferencing in cases of critical issues
• You'll develop a deep expertise in Wise API and SWIFT products and capabilities, and solid understanding of how Wise Platform partnerships have integrated their solution with us
• You'll contribute to troubleshooting and solving issues that partners report, both independently and collaboratively with internal stakeholders such as engineering and commercial teams
• You'll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues

Qualifications

Essential

• Experience in a technical support role for an API product
• Strong ability to test, troubleshoot REST APIs and understand API documentation
• Strong communicator who can articulate complex technical concepts to a non-technical audience
• Experience and willingness to be on call outside of normal working hours (compensated)
• Familiarity with incident management processes

Desired

• Experience in payments/fintech
• Enterprise customer environment experience
• Programming in any language