Wise Platform Technical Support Lead - EMEA
Wise Platform Technical Support Lead - EMEA
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Job Description
Wise Platform helps banks software companies and large enterprises leverage Wises infrastructure to offer their customers world class payments products through their own channels. Our partners make up some of the worlds biggest banks and online platforms such as Monzo N26 and Google. Wise Platform is a start-up within a scale up. Were based across the world - from New York to London to Singapore and beyond.
Our 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
Were looking for an experienced Technical Support Lead to scale our technical servicing capabilities for Wise Platform in EMEA. Youll lead the EMEA Technical Support team based in Tallinn take ownership of the tech support KPIs for the partners and team members in the region and collaborate across the global Technical Support team to ensure rapid and always-available support for partners leveraging our APIs.
Key Responsibilities
- Youll enable 24/7 technical escalation coverage to support critical incidents impacting Wise Platform partners; coordinating a regional team contributing to follow-the-sun global support coverage during business hours and an emergency on-call response over weekends.
- Youll organise the processes workload and team capacity to ensure that the team remains compliant with our SLAs for technical support delivering on the technical support KPI for partners globally during your regions coverage times.
- 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 data-driven decisions and helping them identify and solve the challenges they experience in their role.
- Youll plan the growth and scaling of your team using a clear roadmap impact and near-term executable milestones.
- 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 build strong internal and external relationships to maintain high-quality support and shape cross-functional collaboration.
Required Experience
Were looking for someone with 2 years experience in a technical support leadership setting for an API product:
Technical
- Youve been in a technical support role as both an Individual Contributor and a lead.
- Youre experienced in testing and debugging REST APIs; Postman and cURL are part of your toolbox.
- Youre confident in using logging tools like Kibana and Loki to troubleshoot issues.
- Youve had some exposure to major incident response.
- Youve supported large-scale enterprise integrations.
Support Leadership
- Youve been a lead for a technical support team of 4 ICs.
- You have experience scaling rapid support responses in your teams where rapid means every inbound case is acknowledged in under 15 minutes.
- You have a strong understanding of common support KPIs.
- Youve developed and mentored ICs in your teams from entry-level positions into senior roles.
- Youve managed out-of-hours support rotas ensuring your team fulfils a fair balance of on-call duties.
Soft Skills
- Youre a strong communicator who can articulate complex technical concepts to a non-technical audience.
- You have experience and willingness to be on-call outside of normal working hours.
- You have strong stakeholder management and organisational skills.
Desired But Not Essential
- Experience in a payments organisation.
- Some coding experience basic programming fundamentals is a plus.
- Experience in API alerting/monitoring tooling.
- Experience in SWIFT payment processing.
Additional Links
- Wise Platform - What We Do
- Wise Platform and Morgan Stanley Cooperation
Salary: 54000.00 - 68400.00 gross / annual RSUs
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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 .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
