Technical Support Engineer II
Minka
IT, Customer Service
Bogotá, Bogota, Colombia · Bogotá, Bogota, Colombia · Nebraska, USA · Quebec City, QC, Canada
Posted on Aug 31, 2024
About The Role
Be an owner
In this role, you will work with our team of engineers and product managers in a fast-paced startup environment. You will collaborate closely with other members of the Product team, Engineering and Sales. We are building a new infrastructure for money and prefer generalization vs customer-specific requests and scalability vs customer-specific projects.
We value highly-motivated, somewhat crazy, and creative individuals on a mission to improve the way people interact with money.
Be an owner
- Provide effective support to the different customers, both internal and external
- Perform the relevant analysis of the evidence provided by internal and external customers to find causes and solutions to the problems presented
- Proactively identify potential problems and implement preventive measures to ensure platform stability
- Collaborate with other teams to identify and resolve complex technical issues
- Provide technical guidance to junior team members.
- Identify and document solutions to technical incidents and create knowledge base for future reference.
- Manage SLA’s and maintain a high compliance and accomplishment of it.
- Be updated with technology trends to deliver best technical solutions possible.
- Understand the tickets end to end, without disregarding the responsibility until the problem is solved.
- Deep dive on the client’s most recurrent tickets to analyze internally what kind of actions we can take to avoid them in the future.
- Ensure a good relationship with several external stakeholders to understand the client’s main pain points from different perspectives.
- Position yourself internally to ensure that the tickets and issues are getting solved as minka’s main priority to impact on positively on churn and revenue.
- Create guidelines and handbooks to structure platforms circle best practices.
- Suggest improvements to technical solutions and update the technical documentation.
- Keep up-to-date with platform releases.
- Maintain and update the company knowledge base.
- +3 years of experience working in Support, IT or Customer technical support in fintechs, payments companies or start-ups.
- Bachelor’s degree in computer science or similar. Information technology degree is a nice to have.
- Knows how the internet and the web works on the network and protocol level, from TCP/IP to REST APIs.
- Previous experience working in fast paced environments at early-stage start-ups.
- Previous experience in Backend (preferably nodejs)
- Ability to construct SQL queries and to analyze technical logs.
- Ability to travel when required and rotate on weekends and nights.
- Ability to construct SQL queries and to analyze technical logs.
- Ability to navigate through apps like Postman, Looker or Bigquery
- Advanced communication skills with internal and external stakeholders. Previous client management with the financial system is a plus.
- Fluent English and Spanish is a must.
- Ability to travel when required and rotate on weekends and nights.
In this role, you will work with our team of engineers and product managers in a fast-paced startup environment. You will collaborate closely with other members of the Product team, Engineering and Sales. We are building a new infrastructure for money and prefer generalization vs customer-specific requests and scalability vs customer-specific projects.
We value highly-motivated, somewhat crazy, and creative individuals on a mission to improve the way people interact with money.