CLIENT SUPPORT ENGINEER
Descripción de la oferta de empleo
Client Support Engineer
Unnax is a Banking-as-a-Service platform that provides companies with the tools they need to access and read bank accounts, move money, make payments, and onboard users with ease. We offer API technologies and easy-to-use widgets to complete banking processes such as bank account aggregation, payment initiation, and identity verification and AML checks. We are a first-mover in a highly dynamic market sector that is revolutionizing consumer banking and Fintech through increased access to data and innovative payment methods.
We are seeking a Technical Support Engineer to work within the Customer Success Unit team tasked with providing high caliber troubleshooting services to our top clients and partners worldwide, the first being our greatest priority.
As a Client Support Engineer you will:
- Respond and resolve requests for technical and operational assistance
- Research and investigate complex issues for Unnax’s product defects and use logs, traces, dumps, debuggers, reviews product code, scripts, and other tools as a precursor to involvement by the Product Engineering team.
- Identify and scale situations requiring urgent attention
- Monitor interfaces from/to group applications
- Partner with Management, Engineering & Product release management to highlight customers’ impact and influence the prioritization of defects/issues to create fixes, documentation enhancement to ensure the satisfaction of our customers
- Continuously expand knowledge of the Customer Success Unit best practices, procedures, and systems
- Identify team training needs and ensure core data management
- Leverage and expand relationships with key internal stakeholders (Engineering& Services) to ensure successful interactions that yield progress
- Continuously expand product and technology expertise across multiple components & act as a subject matter expert for parts of the product
Requisitos del puesto
- BS or MS in Computer Science, Industrial Engineering or Telecommunications
- Solid technical background, with understanding or hands-on experience in software development and web & API technologies.
- Curious, you learn rapidly, eagerly and independently
- Mandatory SQL knowledge.
- Fluent in English & Spanish is mandatory.
- Proven ability to meet/exceed deadlines under pressure in a dynamic environment
- Initiative, flexibility, and adaptability
- Excellent analytical, troubleshooting methodology and problem-solving mentality
- Ability to handle high pressured customer situations and achieve resolution with a clear sense of urgency
- Demonstrates technical and professional growth mindset by owning your continuous focus on skills development and leveraging the right opportunities to maintain and progress your skills
Otros datos del puesto
Nice to have
- Knowledge of Freshdesk or another Support/ customer care software (ticketing tool).
- Database Knowledge/experience, POS/Retail and/or business software applications related experience
- Desirable knowledge of Python, metabase, grafana, and kibana.
- Good written and oral communication skills in English and Spanish.
What we offer
- Competitive salary commensurate with experience.
- Permanent contract from the beginning.
- Restaurant card with monthly meal allowance.
- 23 days of vacation a year.
- Personal development budget.
- XBox tournaments at the office.
- BBQ’s, beers, team buildings and overall a positive atmosphere
Detalles de la oferta
- 08902 Plaza Europa 22-24, planta 4
- indefinido, jornada completa
- Sin especificar
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