Technical Support Engineer II Tech Support (Engineering) • Bogotá •

minka_; Barcelona; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

Una startup innovadora busca un Ingeniero de Soporte Técnico II para mejorar la infraestructura de pagos en tiempo real. En esta emocionante posición, serás responsable de guiar a los clientes a través de su viaje de soporte, asegurando que se resuelvan sus problemas de manera efectiva. Colaborarás con diferentes equipos para identificar y resolver problemas técnicos complejos, mientras mantienes una alta tasa de cumplimiento de SLA. Si tienes experiencia en el sector fintech y una pasión por la tecnología, esta es la oportunidad perfecta para unirte a un equipo que valora la creatividad y la motivación. Tu contribución será clave para mejorar la forma en que las personas interactúan con el dinero.

Formación

• Más de 3 años de experiencia en soporte técnico en fintechs o empresas de pagos.
• Conocimientos en gestión de tickets y documentación técnica.

Responsabilidades

• Responsable del soporte al cliente desde la creación del caso hasta su resolución.
• Identificar problemas potenciales y colaborar con otros equipos para resolver problemas técnicos.

Conocimientos

Soporte Técnico

Análisis de Problemas

Comunicación Avanzada

Gestión de Tickets

Documentación Técnica

Educación

Grado en Ingeniería Industrial

Grado en Ingeniería Electrónica

Grado en Ingeniería Informática

Herramientas

REST APIs

TCP/IP

Descripción del empleo

minka_ is an open network that enables money to flow. We are powering the real-time payments infrastructure of several countries and have enabled millions of people to move money instantly, using only a phone number and at no cost. We are a lean, purposely small, well-funded startup that is playing the long game. We are selective and take care of our (dream) team, so you will be well compensated. We value highly motivated, somewhat crazy, and creative individuals that believe in our mission. Our vision is to improve the way people interact with money.

What

As the Technical Support Engineer II, you will be responsible for the entire customer journey from the beginning of case creation to resolution. You will provide effective support to different customers, both internal and external, and perform the relevant analysis of the evidence provided by them to find causes and solutions to the problems presented. You will proactively identify potential problems and implement preventive measures to ensure platform stability, collaborate with other teams to identify and resolve complex technical issues, provide technical guidance to junior team members, and identify and document solutions to technical incidents while creating a knowledge base for future reference. You will also manage SLAs and maintain a high compliance and accomplishment rate while staying up to date with technology trends to deliver the best technical solutions possible.

Be a solver Required Skills

You understand tickets end to end, without disregarding the responsibility until the problem is solved, while being able to deep dive into the client’s most recurrent tickets to analyze what kind of actions can be taken to avoid them in the future. You know how to establish and maintain a good relationship with several external stakeholders to understand the client’s main pain points from different perspectives. You can position yourself internally to ensure that the tickets and issues are being solved as minka’s main priority to positively impact churn and revenue. You are an expert in creating guidelines and handbooks to structure platform circle best practices and finding improvements to technical solutions to update technical documentation.

Whom Required Skills

You have at least +3 years of experience working in Support, IT, or Customer Technical Support in fintechs, payments companies, or start-ups and know how the internet and the web work on the network and protocol level, from TCP / IP to REST APIs. You have a Bachelor’s degree in industrial, mechanical, or electronic engineering or IT with previous experience working in fast-paced environments at early-stage start-ups. You have advanced communication skills through previous client management positions in financial systems and fluency in English and Spanish.