Technical Support Engineer

Wise • Austin, TX

5d

About The Position

Technical Support Engineers ensure that our partners get a rapid and effective response when issues arise; from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident. The team are experts in the Wise Platform APIs, and provide 24/7 coverage - based across Singapore, Tallinn, and Austin - in order to maintain the highest quality and reliability for partners’ technical integrations. # The Role We’re looking for a Technical Support Engineer for the Integration Success Team to scale our servicing capabilities for the Wise Platform in North America. You’ll be part of a global team whose main focus is ensure that Wise API integration gets an industry leading level of assistance when they need it. You will often take ownership of complex support: from API behaviour issues, to act as first-responders in major incidents and collaborate across global internal teams. # Your mission You’ll help support our API customers across different support channels and time zones - primarily with email in queues and also by phone or video conferencing in cases of critical issues. You’ll develop a deep expertise in Wise API and SWIFT products and capabilities, and solid understanding of how Wise Platform partnerships have integrated their solution with us. You’ll collaborate with teams across Wise globally. You’ll contribute to troubleshooting and solving issues that partners report, both independently and collaboratively with internal stakeholders such as engineering and commercial teams. You’ll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues.

Requirements

• previous experience in a technical support engineering role in an enterprise environment, and are familiar with support tooling and terminology
• confident in testing and debugging REST APIs, interpreting log and querying databases
• strong organization and prioritization skills
• able to focus on solving complex challenges at hand while setting expectations with stakeholders
• thrive in a support environment, and also drive proactive improvements and initiatives where you identify them
• cool under pressure - can navigate and handle the response to several high severity incidents at once - incident management experience is preferable
• comfortable with some regular out-of-hours and on-call over the weekends and holidays on a rotational basis
• work well in a team with a diverse group of people from all over the global and cultures and in different time zones
• Experience is a technical support role for an API product
• Strong ability to test, troubleshoot REST APIs and understand API documentation
• Strong communicator who can articulate complex technical concepts to a non-technical audience
• Experience and willingness to be on call outside of normal working hours (compensated)
• Familiarity with incident management processes

Nice To Haves

• While this is not a developer role, having basic knowledge of some programming languages would be desirable (eg. Python, JavaScript)
• Experience in payments / fintech
• Enterprise customer environment experience
• Programming in any language

Responsibilities

• support our API customers across different support channels and time zones
• develop a deep expertise in Wise API and SWIFT products and capabilities
• collaborate with teams across Wise globally
• contribute to troubleshooting and solving issues that partners report
• contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed