TECHNICAL SUPPORT ENGINEER

About Triple-ATriple-A is a global payment institution licensed in the United States, Europe, and Singapore, enabling businesses worldwide to pay and get paid in both local and digital currencies.We empower businesses to reach over 560M digital currency owners, boost revenue, and optimise costs through stablecoin and cryptocurrency payments, while eliminating volatility, custody, and compliance risks. Our commitment is to build a more efficient, inclusive global payment ecosystem by bridging the gap between local and digital currencies.Registered with the United States Financial Crimes Enforcement Network (FinCEN), licensed by the Monetary Authority of Singapore (MAS), and Banque de France’s ACPR in Europe, Triple-A is trusted by over 20,000 businesses worldwide to make global crypto payments simple, secure, and cost-effective. For more information, visit www.triple-a.io.Join the teamWe are a dynamic and passionate team building towards a more efficient global payment ecosystem. We actively bridge the gaps in cross-border payments, between traditional & digital currencies, and Web2 and Web3.Guided by our CEO, Eric Barbier, with 20 years of experience and a proven track record in building and scaling payment companies worldwide, Triple-A is growing our team. If you’re bold, tenacious, and creative, we believe you’d be a perfect match for us!As a Support Engineer, you will be the first line of contact for clients needing technical assistance and will also support operational tasks. Your responsibilities will include troubleshooting technical issues, maintaining operational workflows, and ensuring the smooth execution of transactions. You’ll collaborate with different teams to provide comprehensive support that meets the high standards of our clients. This role is ideal for someone who enjoys a blend of technical support and operational tasks.Key Responsibilities:1. Customer Service – Front Office (Level 1)Handle incoming calls and respond to all customer requests across all communication channels (calls, emails, chat).Manage the validation and monitoring of KYC and transactions, including fraud management.Respond to customer complaints in a timely and professional manner.2. Customer Service – Back Office (Level 2)Address partner requests as part of the Customer Service function.Respond to complex queries from banking service providers.Support and contribute to monthly reporting activities for partners.Assist and provide cover for the team leader during periods of absence.3. Technical SupportRespond to technical support inquiries from clients, ensuring timely and accurate assistance.Assist clients with account setups, configurations, and technical integrations.Document all support interactions and resolutions in the ticketing system.Analyze system alerts and take necessary actions to avoid service disruptions.Escalate complex technical issues to the Senior Support Engineer as needed.4. Operations SupportMonitor daily operations to ensure all transactions are processed accurately and on time.Collaborate with the operations team to resolve client-related issues.Improve existing processes or implement new ones to enhance efficiency and service quality.5. Cross-Functional CoordinationAct as an interface between Customer Service and other departments (Compliance, Financial, Technical).Manage intervention requests with the Technical Service team.Handle validation requests with the Compliance Department.Coordinate interventions in collaboration with external partners.Who are we looking for:Minimally 2 years of past experience in technical support, operations, or a similar role within payment services or financial technology is highly desirable.Mastery of telephone sales techniquesExcellent communication skills, with the ability to explain technical and operational concepts clearly to non-technical users.Strong problem-solving skills with a focus on delivering customer satisfaction.Willingness to learn and explore.Excellent oral and written skills in French and English to interact with some of our partners abroadHybrid work arrangement: Candidates must be based in or willing to commute to our Barcelona (BCN) office, with a combination of in-office and remote work expected.