API Integration Support EMEA Lead
API Integration Support EMEA Lead
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Job Description
As the lead for Wises Integration Support engineering team youll look after a team of engineers whose main focus is ensuring that Wise API integrations get an industryleading level of assistance when they need it. Youll work with Wise Platform banks and enterprise partnerships Open Banking providers and selfonboarded API users. They all depend on rapid and dedicated support: from general questions about the behaviour of an API or webhook to acting as a firstresponder for a major incident.
Your role is to scale a dedicated team of support engineers and drive the regional team towards a minimal technical support SLO for the Wise public API: your primary focus will be on response and resolution times to raised issues alongside measuring and improving the quality of support the team provides our API users.
The Challenge
Youll enable robust alwaysavailable coverage to support critical incidents impacting Wise Platform partners; coordinating a regional team contributing to followthesun global support coverage during business hours and an emergency oncall response over weekends.
Youll be responsible for the health of the technical support function in EMEA; coaching and mentoring your team and providing feedback on their approach helping them make datadriven decisions and helping them identify and solve the challenges they experience in their role.
Youll develop a deep expertise in the Wise API products and capabilities and solid understanding of how Wise Platform partnerships have integrated with the solution. Youll collaborate with teams across the Wise Platform and Open Banking products to do that and youll help ensure that every engineer can support every API integration.
Youll own and improve upon how we work planning and delivering upon improvements to tooling processes and skills across the function.
About You
Youve led a technical support or servicing team are familiar with common support tooling and terminology and have experience building rapid support response teams.
Youre comfortable collaborating with a global team remotely and are willing to travel internationally to work with team members outside of your region in person.
Youre confident in testing and debugging REST APIs interpreting logs and querying databases.
Youll be comfortable with some regular outofhours oncall over weekends.
Youre cool under pressure and can navigate and handle the response to several highseverity incidents at once. Youve got experience managing major tech incidents.
While this isnt a developer role some experience in coding is helpful youll have a basic knowledge of some programming languages like Python or Java.
We can only consider candidates who are already based in Estonia as we are unable to provide relocation support for this role.
#LIAT1 #LIHYBRID
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
