Technical Support Engineer

Our Solutions

We act as a trusted, neutral aggregator in a deeply fragmented industry. We offer end-to-end payments solutions to tackle the speed, cost-efficiency and accessibility challenges for emerging markets:

• Business payments
• Remittance processing
• Mass payouts
• Virtual accounts / invoice payments

Context of the role

Reporting to the Customer Care Manager based in Singapore, the Technical Support Engineer based in London is in charge of handling escalations from Level 1 agents on a global scale of operations.  The role will be working closely in responding and resolving customer complaints involving deeper investigations on the root cause of the issue and be able to suggest changes in order to improve system performance or processes.

Responsibilities

• Troubleshoots and responds to customer issues and provide timely update and resolution to customer according to SLA process
• Investigates application errors and escalate critical issues to relevant parties until service restoration
• Monitors systems and applications by reacting to system alerts
• Diagnoses issues using log file and other relevant tools
• Works alongside other L2 engineers globally to form a follow-the-sun support model
• Works closely with cross functional teams to support operational process
• Proactively conducts investigations on improving the Quality of Service we provide to customers
• Works with external partners to resolve issues affecting service quality
• Identifies potential issues and suggest corrective actions
• Provides excellent customer experience and ensure that resolution is provided to every issue
• Participates in on-duty rotation during weekends and public holidays when needed

What we are looking for

At Thunes to ensure we set out clear expectations for the business and you to succeed, it is equally important for us in defining not only the nature of the role responsibilities but that the cultural fit in working style and approach is a match! So please read carefully below before putting yourself forward

• Experience in Customer-facing service environment
• Experience working in terminal/SSH in a Linux environment
• Ability to read and understand log files
• Familiarity with tools such as Kibana, Grafana and Prometheus
• Strong troubleshooting, analytical and diagnostic skills.
• Excellent written and verbal communication skills in English, other language is an advantage
• Ability to work independently and effectively work under pressure
• Excellent customer service skills
• Naturally curious and pays attention to the details
• Demonstrate motivation to learn new skills
• Preferably with Customer Service experience in banking or technical industry