Technical Support Engineer

Description

The company is a global leader in business payments and cash management, with over 35 years of experience and more than $16 trillion moved in payments each year.

This is a varied role that mixes technical troubleshooting, customer communication, monitoring, problem management and continuous improvement.

You do not need extensive payments knowledge. The team is mainly looking for strong technical foundations, curiosity and the ability to learn quickly in a changing environment.

Responsibilities

• You sit between front-line Support and Operations, taking ownership of technical customer cases that need deeper investigation, wider system access or small operational changes.
• Own and resolve technical support cases for the company's Financial Messaging offering.
• Investigate complex application, platform and infrastructure faults until each case is closed.
• Meet agreed service levels, cutting resolution times and improving how customers experience support.
• Keep customers informed and communicate clearly and professionally throughout investigation and fix.
• Monitor systems and services proactively, dealing with likely problems before customers notice them.
• Carry out small, low-risk operational changes such as configuration updates and certificate work.
• Partner with DevOps, SRE, Engineering, Product, Operations, Support and Service Desk colleagues.
• Take part in problem management, root cause analysis and follow-up actions.
• Write and maintain technical documentation, troubleshooting guides and internal knowledge articles.
• Spot repetitive work and automate or improve existing support processes.
• Use scripting, automation tools or AI-enabled solutions where they raise efficiency and service quality.
• Follow the access, security, change-management and operational-control processes.
• Resolve issues at the right level to reduce unnecessary escalation, and over time take on wider technical and operational work.

Requirements

• Background in technical support, application support, service operations or IT operations.
• Strong technical aptitude and a structured way of troubleshooting and solving problems.
• Working knowledge of Linux or Unix and Windows environments.
• Experience using SQL to investigate data or application issues.
• Familiarity with monitoring and diagnostic tools.
• Experience with ticket-management platforms such as Salesforce Service Cloud and Jira.
• Strong customer service skills and the ability to explain technical information to different audiences.
• Ability to take ownership of issues and drive them to resolution.
• Collaborative approach and confidence working across several technical teams.
• Curiosity, adaptability and the ability to learn new applications, technologies and business processes quickly.
• A degree in Computer Science or a related field, or equivalent relevant professional experience.
• Would be great, not essential: familiarity with SWIFT messaging, financial messaging platforms or payment technologies.
• Would be great, not essential: hands-on use of automation tools, AI agents or other AI-enabled technology in a support or operations setting.
• Would be great, not essential: exposure to scripting languages such as Python or PowerShell.
• Would be great, not essential: understanding of DevOps or Site Reliability Engineering practices.
• Would be great, not essential: experience with observability tools such as ELK or Grafana.
• Would be great, not essential: knowledge of certificates, secure communications or certificate lifecycle activities.
• Would be great, not essential: experience working within ITIL-aligned service management processes.
• Would be great, not essential: ITIL Foundation or a related service-management certification.
• Would be great, not essential: experience supporting SaaS, fintech or other regulated technology services.

Conditions

The company welcomes applicants at every career stage, supports additional needs and is an equal opportunity employer committed to an inclusive, open workplace.