Senior Technical Support Engineer at Korapay

About the Role

• As the Senior Technical Support Engineer, you will play a crucial role in ensuring the smooth operation of our financial services and providing exceptional technical support to both businesses and internal teams. You will be responsible for troubleshooting complex technical issues, collaborating with cross-functional teams, and driving continuous improvement in our support processes.
• As a Senior Technical Support Engineer, you will be part of the Engineering team, working directly with our merchants and collaborating closely with the Merchant Success and Product Development teams.

Responsibilities

• Provide exceptional technical support to our merchants through phone, email, chat, and other communication channels.
• Collaborate with cross-functional teams, including the product development and merchant success teams, to resolve customer issues and improve our products and services.
• Provide expert technical support to merchants and internal teams, addressing inquiries related to our products and services.
• Analyze, troubleshoot, and resolve technical issues, escalating when necessary, and ensuring timely resolution.
• Act as an escalation point for technical problems relating to merchants and product rails.
• Communicate progress of issues and fixes to both technical and non-technical users
• Effectively manage merchants and internal stakeholders to proactively drive issues to resolution and maintain prescribed SLAs.
• Monitor integration channels and escalate technical issues to integration partners.
• Develop proactive ways of automating routine tasks within the team functions.
• Regularly create and manage Knowledge Base content. Develop and maintain comprehensive knowledge of our products, systems, and technologies.
• Document and track merchant issues and resolutions in our internal systems.
• Document detailed investigations of new issues.
• Take full ownership of an issue without supervision and solve the issue depending on the complexity of the problem via the incident management tool and within the stipulated SLA.
• Act as a mentor to junior support engineers, fostering a collaborative and knowledge-sharing environment.
• Conduct daily routine monitoring, operation, and maintenance of all products in production in the product space for optimal performance and ensure compliance with relevant standards.
• Effective monitoring and maintenance of our products and integrations to support businesses — and ensure compliance with relevant regulatory standards.

You’re qualified if you are/have:

• 5+ years of experience in a highly technical support role, preferably in the fintech industry.
• Strong expertise in troubleshooting and resolving technical issues related to financial systems.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills and ability to explain technical issues to non-technical stakeholders.
• Excellent communication and interpersonal skills to interact effectively with merchants and internal teams.
• High technical aptitude and a passion for highly complex technical problem-solving
• Experience with CRM and ticketing systems, such as Zendesk, Salesforce, and Jira Service Management.
• Ability to work independently and in a team environment.
• Ability to thrive in a fast-paced environment and adapt to evolving technologies.
• You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience

Nice to have

• Good knowledge of SQL, especially MySQL.
• Familiarity with programming languages, databases, and API integrations.
• Knowledge of APIs and API testing platforms.