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Technical Support Engineer

  • Remote, Mazowieckie, Poland
Ops Service

Job description

Are you interested in joining a scaling and forward-thinking Swedish FinTech company? Intergiro is building a financial ecosystem that will help businesses embed payments into their systems and products. We provide financial services such as business banking, card issuing and merchant acquiring, all on one platform and via a core suite of APIs .

We are looking for a new colleague to work on technical support to clients as well as support on technical matters in our implementation process. As Technical Support Engineer, you will be part of our Customer Operations team and play a key role in creating a great support experience for our clients. As this area is evolving in our business, you will be able to influence how technical support is built at Intergiro - and help us create an effective and high-quality process.

Our Technical Support Engineer will be the bridge between our Engineering team and Customer Operations team. You will provide support directly to our customers and also assist other Support team members in solving more technical issues. Ideally, you should enjoy dealing with customers and finding solutions to their problems, while being an outstanding team player.

Main responsibilities:

- Communicating with customers through our support platforms for example Intercom
- Handling and prioritizing support requests from customers and internal escalations
- Supporting on technical matters in our implementation process
- Reproducing the issues submitted by customers
- Analysing logs, traces and navigating across databases.
- Checking and verifying data
- Referring to our codebase
- Communicating with other teams to get answers to your questions

Amongst other responsibilities, you will also have to:
- Track and troubleshoot bugs and frictions across all of Intergiro's products and technology stack
- Work with other teams such as Product, Engineering and Sales teams to answer customer needs and provide solutions.

Take the opportunity to join a fun, evolving and challenging start-up/scale-up and help us shape the future of the ‘embedded finance’ revolution! We want to be the best kind of company and the best kind of environment, for the best kind of people:

💡 We believe in idea meritocracy: the best one wins, no matter where it came from and we make sure to create a safe place for open communication so everyone can express their views.

💬 We give you a lot of ownership and autonomy which means you will have the space to grow and make an impact on our business. This also means you get the freedom to work remotely from anywhere in any of our European hiring locations.

👩‍⚖️ We continuously seek innovation. We are trying to build something different and better than what is already out there, so we must be the vanguard.

Job requirements

- Customer-focus with the ability to identify and assess root issues and resolve them to customer's satisfaction or escalate as appropriate

- Experience in working at a software company, preferably within FinTech, where you provided business to business technical support

- Understanding API architecture
- Understanding Rest API principles and HTTP protocol
- Experience with scripting languages knowledge such as JS and JSON/XML
- The ability to read basic HTML, CSS is a plus
- Basic understanding of software development lifecycles
- Knowledge of SQL
- Experience with ticketing systems

- Ability to read and comprehend technical documentation

- Ability to thrive in a fast-paced, quickly changing environment with a remote team
- Language requirement: Fluency in English is a requirement. 

- Located in Poland with a valid work permit

What we offer:

- Opportunity to work with like-minded individuals in a modern and fast-paced environment

- A fully remote position with flexible working hours that makes work/life balance comfortable

- A benefit package with 28 days of vacation and other benefits such as health care insurance and wellness allowance etc.

Welcome with your application!