Subject Matter Expert (Technical Support)

Revolut; Portugal; On-site; EUR 35,000 - 56,000; Full time

Job summary

Revolut Ltd is seeking a Technical Support Specialist in Portugal to own customer issues, think deeply for solutions, and contribute to how we support users every day. You’ll handle escalated cases, coordinate with product and engineering teams, and monitor system health to prevent incidents, while delivering clear explanations and timely resolutions to customers around the world.

Role requires strong SQL, a customer-first mindset, and flexibility to work rotating shifts within a fast-growing

Qualifications

• Experience working in technical support (L1/L2).
• Explain complex issues clearly and concisely.
• Strong attention to detail and analytical thinking.
• Excellent verbal and written communication skills.
• Willingness to work 24/7 on rotating shifts.
• Proficiency with SQL.

Responsibilities

• Handling escalated cases through Jira.
• Investigate issues in Jira, classify them, and assign to teams.
• Contact partners and follow up until issues are resolved.
• Monitor service metrics and respond to incidents immediately.
• Collaborate with global teams across products.
• Proactively monitor Revolut’s systems to prevent incidents.

Skills

Technical support

Communication

SQL proficiency

Shift work

Attention to detail

Tools

Jira

Google Cloud

Job description

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About The Role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Technical Support Specialist to take ownership of customer issues, think deeper to find solutions, and contribute to the way we support our customers every day.

Up to shape what's next in finance? Let's get in touch.

What You’ll Be Doing

• Handling escalated cases through Jira
• Checking Jira to investigate issues, classify accordingly, and assign to a relevant team
• Contacting partners and staying in touch with them until the issue is resolved
• Overseeing critical service metrics and immediately reacting in case of an incident
• Collaborating with other teams globally
• Monitoring Revolut's system proactively to prevent incidents

What You’ll Need

• Experience working in technical support (L1/L2)
• The ability to explain complex issues in an easy and understandable manner
• Impeccable attention to detail and analytical skills
• Excellent verbal and written communication skills
• A willingness and availability to work 24/7 on a rotating shift basis
• Proficiency with SQL

Nice to have

• Knowledge of Jira and Google Cloud

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.