This is a 12-month contract.
Responsibilities
- Monitor and manage daily customer support tickets for prioritization and triage.
- Respond to alerts when key metrics go out-of-trend, informing and coordinating with relevant stakeholders.
- Prepare business summaries for daily handover of activities across regions.
- Review and assess emergency escalations, following internal processes, triaging and supporting regional escalations.
- Identify recurring issues and develop runbooks, guides, or knowledge base articles for resolution.
- Potentially build dashboards to track the health of reactive and proactive support.
- Effectively communicate customer issues across cross-functional teams, proactively driving resolutions
.
Requirements
- Bachelor's Degree in a computer science or engineering or other related fields.
- 4+ years of experience in technical support, site reliability engineering, or a similar technical role.
- 2+ years of project experience, with strong communication skills for interacting with stakeholders at all levels.
- Proficiency in at least one programming language (Python, Shell, Java, etc.).
- Strong analytical thinking and problem-solving skills.
- Ability to communicate effectively with both technical and non-technical audiences.
- Knowledge of full web stack, REST API development, and SQL will be good to have.
- Prior experience working in fintech or payment companies will be good to have.
