Technical Support Engineer

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.

# About You

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

• You’re confident in testing and debugging REST APIs, interpreting log and querying databases

• You have strong organisation and prioritisation skills, and you’re 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.

• You’re 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, you’ll be comfortable with some regular out-of-hours and on-call over the weekends and holidays on a rotational basis.

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