Technical Support Engineer
Description
Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.
We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.
As a Technical Support Engineer, you will provide Level 2 technical support and assistance for the Rapyd's platform and services to all company merchants. Your responsibilities will include troubleshooting complex issues, identifying root causes, collaborating with internal teams such as Product, Engineering, and Sales, and ensuring timely and effective resolution of technical incidents.
Responsibilities
- Manage technical support requests from internal and external clients, ensuring timely and effective resolution while maintaining high levels of customer satisfaction.
- Collaborate with cross-functional teams including Integration, Product, Engineering, and Sales to resolve complex technical issues and drive continuous improvement.
- Generate ad-hoc and scheduled technical reports based on internal customer requirements, ensuring accuracy and actionable insights.
- Contribute to internal and external knowledge bases by documenting solutions, best practices, and usability tips for both employees and customers.
- Meet or exceed the KPIs and SLAs defined by the company.
- Proactively identify recurring issues, provide insights to reduce incident volume, and contribute to the development of long-term solutions.
Requirements
- Bachelor's degree in Computer Science, Engineering, or equivalent professional experience required.
- At least 3 years experience in a technical support role.-
- Experience querying and searching databases using SQL.
- Hands-on experience with API testing tools such as Postman.
- Moderate understanding of web technologies, including HTML, JavaScript, PHP and REST, API WebService.
- Professional written and spoken English proficiency (B2 level or higher)
- Acute attention to detail and accuracy.
- Strong problem-solving and analytical skills.
- Proven ability to deliver excellent customer experiences.
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