Technical Support Engineer (Enterprise)

The Team

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.

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 a Technical Support Engineer for the Integration Success Team to scale our servicing capabilities for the Wise Platform in APAC. Youll 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

• Youll 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.

• Youll 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. Youll collaborate with teams across Wise globally.

• Youll contribute to troubleshooting and solving issues that partners report both independently and collaboratively with internal stakeholders such as engineering and commercial teams.

• Youll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues.

About You

• Your have previous experience in a technical support engineering role in an enterprise environment and are familiar with support tooling and terminology

• Youre confident in testing and debugging REST APIs interpreting log and querying databases

• You have strong organisation and prioritisation skills and youre able to focus on solving complex challenges at hand while setting expectations with stakeholders

• You thrive in a support environment and also drive proactive improvements and initiatives where you identify them.

• Youre cool under pressure - can navigate and handle the response to several high severity incidents at once - incident management experience is preferable.

• While this is not a developer role having basic knowledge of some programming languages would be desirable (eg. Python JavaScript)

• The team works 24/5 service levels globally youll be comfortable with some regular out-of-hours and on-call over the weekends.

• You work well in a team with a diverse group of people from all over the global and cultures and in different time zones.

Qualifications :

Essential

• 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

Desired

• Experience in payments / fintech

• Enterprise customer environment experience

• Programming in any language

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