[Hiring] Associate Technical Support Analyst @Trustly

Role Description

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.
• Technical developer support.
• Incident management, proactively and reactively, following ITIL best practices.
• Improving internal and external documentation.
• Developing internal tools to support daily activities.
• Providing 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) for 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.
• External (mass or individual) notifications per request.

Qualifications

• Excellent English skills (written and verbal).
• Ability to develop simple solutions using Java or C#, JavaScript, HTML, and database queries.
• Knowledge of RESTful API calls.
• 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 a rotation (including night shifts, weekends, and holidays).

Requirements

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

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!
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!