L2 Tech PLATFORM/Implementation support (Remote)

Columbia, MD
Oct 21, 2021
Oct 24, 2021
Full Time
L2 Technical Operations Support (FULLY REMOTE)Following Railsbanks global growth and product expansion, we are in the process of establishing Follow the sun approach to our Global Support Services. In order to ensure our customers are being provided with excellent services round the clock and to provide quick turnaround times for incoming queries/incidents, we are looking for a L2 Technical Support Engineer based in the United States.The position will be standard day hours 8-4 or 9-5 and FULLY REMOTE.As part of the role, you will be able to:Take ownership of submitted incidents - Investigating reported incidents, determining how to troubleshoot issues to best identify the root cause and provide possible resolutionsExecute/automate Rest API calls, preferably using PostmanClassify & triage technical issues according to severity, urgency and topic and assign them to the appropriate teamDriving and coordinating incident resolutions in a timely fashion ensuring to meet agreed SLAsRecognize patterns in tickets which could indicate a broader issue. Clearly communicating software problems or enhancements to Product Management, Engineering, Customer Success and managing multi-functional coordination with those teams. You will advocate for quick resolution and root cause analysis to improve the customer experienceEffectively managing time and prioritizing daily tasks based on issue severity and level of customer impactPerform technical onboarding of new customersWorking with the Product teams to get enabled on new products/features before they are deployed with a focus on how we will support that new functionalityContributing towards building and enhancing knowledge baseRemain well-informed of new features, release cycles, and inter-dependencies between the systemsYour profile3 plus years of Application/Product support experiencePassion to engage in solving customer issues and helping them succeedA developed approach to troubleshooting customer and technical issuesDemonstrated success in creative problem solving, finding viable alternative solutions to keep the customers issues resolvedAbility to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreementsTeam player skills to collaborate inside and outside the organization to achieve team and product successOpen-mindedness, willingness to learn, and ability to fail fast to keep progress moving forwardExperience with Postman or relevant toolsExcellent verbal and written communication skills in English to ensure customer issues and resolutions are understood, translated and documented accuratelyExperience in Fintech domain would be an added advantageWhat We Look for in Our Team Members and Our ValuesOur core values are excellence, accountability, diversity, work/life balance, trust, fun, inclusive, friendship, noble cause and respect. Being an integral part of the Railsbank team and sharing our values is important to us. The environment at Railsbank is fast-paced, exciting and dynamic. It suits people that love to collaborate and support one-another.Equal Opportunities EmployerRailsbank is an Equal Opportunity Employer and does not discriminate on the basis of race, religion or belief, colour, sex or gender identity, sexual orientation, age, disability, national origin, marital status, or any other basis.About RailsbankRailsbank is the leading global Banking-as-a-Service (BaaS) platform and gives customers access to global financial services with five lines of code.In November 2020, the company announced it had raised USD 37 million in growth funding to continue its momentum, including an investment from the payments giant VISA. Railsbank also acquired Wirecard in the UK.The Railsbank platform is an enabler for customers such as fintechs, prominent brands and traditional financial services firms to launch any financial services use-case they can think of, using Railsbanks super simple set of APIs, financial operations capabilities, regulatory licenses and partner network.An example of the power of the Railsbank platform is that in the space of three working days, customers can build fully functional prototypes of digital banking apps that create real bank accounts, spend money with a real debit card (with the customers branding) and can send and receive real money through bank transfers. This speed in standing up fully functioning financial services use-cases is unique in the world.The success of Railsbank is purely driven by our high-performance team, who have an unwavering belief and dedication to the core values that unite us. As a result of building a team on core values, we have been from the beginning and shall remain a diverse and inclusive team. For example, Railsbank continuously measures and maintains a healthy and balanced gender ratio.The teams performance has been recognised through both customer successes and Railsbank winning many awards including being included in the FinTech50 (Europes Top 50 Fintech Companies) for four years in a row.by Jobble