Associate Technical Support Analyst

Trustly; Vitória; Teletrabalho; BRL 269.000 - 378.000; Tempo integral

Resumo da oferta

A leading payment services company in Brazil seeks a Technical Support Specialist to provide advanced incident resolution and technical support. Responsibilities include engaging in on-call rotation, supporting escalated technical issues, and collaborating with various teams. Ideal candidates have excellent English communication skills and a background in Java or C#. The role offers a flexible, remote-first work environment with various benefits.

Serviços

Health and dental plan

Life insurance

Meal and supermarket vouchers

Home Office Allowance

Access to physical activities platform

Discounts at educational institutions

Online English classes

Extended maternity and paternity leave

Birthday Off

Remote-first culture with flexibility

Welcome Kit with Apple equipment

Annual performance bonus

Referral Program rewards

Qualificações

• Excellent English communication, both written and verbal.
• Ability to develop solutions in Java or C#, and perform RESTful API calls.
• Experience debugging and investigating technical issues.

Responsabilidades

• Serve as SME for complex incident resolution and escalate to Tier 3 as necessary.
• Create and maintain a log of issues and resolutions.
• Participate in on-call rotation for 24/7 support.

Conhecimentos

Excellent English skills (written and verbal)

Simple solutions development using Java or C#

RESTful API calls

Debugging and investigating issues

Knowledge of AWS Cloud Computing

Salesforce Service Cloud

Database queries

Descrição da oferta de emprego

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the team

The Tier 2 team provides technical services externally to merchants and internally to other Trustly teams such as Business Operations, Risk, Integrations, Customer Success, and Product. This will include services such as investigation and resolution of queries and real-time merchant technical escalations, as well as technical developer support. The team also manages incidents, proactively and reactively, following ITIL best practices. Services will also include work on improving internal and external documentation, developing internal tools to support daily activities and provide support 24/7 in on call rotation.

What you will do

• SME on resolution of Complex Incidents (escalations).
• Post Incident Review (PIR) Support as SME.
• Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences.
• Escalation to Tier 3 (Engineering and SRE) on support requests.
• Escalation to Tier 3 (Engineering and SRE) on incidents.
• Create and maintain log of Issues and resolutions.
• Proactive Identification of Trends and Issues.
• Knowledge base articles creation and maintenance.
• Internal Training and knowledge sharing.
• Customer Communication (if necessary) on Support requests.
• Testing and Validation of Fixes of bugs (identified on support requests).
• Change Management internal notifications.
• New feature consultancy as SME to Product team.
• On Call rotation.
• External (mass or individual) notifications per request.

Who you are

• Excellent English skills (written and verbal).
• The candidate must be able to develop simple solutions using Java or C#, JavaScript, HTML and database queries.
• The candidate must know how to do RESTful API calls.
• The candidate must be able to debug and investigate issues raised by merchants and Trustly's teams.
• Knowledge of other Trustly adopted technologies: AWS Cloud Computing, Salesforce Service Cloud and Database queries.
• Willingness to work on on-call rotation (including night shifts, weekends and holidays).

Plus, ideally

• Previous knowledge of mobile platforms.
• Previous experience in cloud software development.
• Previous knowledge of payments services.
• ITIL knowledge and/or certification.

Our perks and benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
• Life insurance with differentiated coverage;
• Meal voucher and supermarket voucher;
• Home Office Allowance;
• Wellhub - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• English Program - Online group classes with a private teacher;
• Extended maternity and paternity leave;
• Birthday Off;
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

Check out our Glassdoor or our Brazil Life page on LinkedIn for more details about Brazil, our culture, and much more.

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.