Technical Support Engineer (Enterprise)

The Team Wise Platform helps banks, software companies and large enterprises leverage Wise’s infrastructure to offer their customers world class payments products through their own channels. Our partners make up some of the world’s biggest banks and online platforms, such as Monzo, N26, and Google. Wise Platform is a start-up within a scale up. We’re based across the world - from Tallinn to New York, London, Singapore and beyond. Technical Support Engineers ensure that our partners get a rapid and effective response when issues arise; from general questions about the behaviour of an  API  or webhook, to acting as a first-responder for a major incident. The team are experts in the Wise Platform APIs, and provide 24/7 coverage - based across Tallinn, Singapore, and Austin - in order to maintain the highest quality and reliability for partners’ technical integrations. The Role We’re looking for a Technical Support Engineer for the Integration Success Team to scale our servicing capabilities for the Wise Platform. You’ll be part of a global team whose main focus is ensure that Wise  API  integration gets an industry leading level of assistance when they need it. You will often take ownership of complex support: from  API  behaviour issues, to act as first-responders in major incidents and collaborate across global internal teams.    Your mission You’ll help support our  API  customers across different support channels and time zones -  primarily with email in queues and also by phone or video conferencing in cases of critical issues. You’ll develop a deep expertise in Wise  API  and SWIFT products and capabilities, and solid understanding of how Wise Platform partnerships have integrated their solution with us. You’ll collaborate with teams across Wise globally. You’ll contribute to troubleshooting and solving issues that partners report, both independently and collaboratively with internal stakeholders such as engineering and commercial teams. You’ll contribute to product feedback with engineering but sharing and capturing knowledge and trends of issues.

About You You have previous experience in a technical support engineering role in an enterprise environment, and are familiar with support tooling and terminology You’re confident in testing and debugging REST APIs, interpreting log and querying databases You have strong organisation and prioritisation skills, and you’re able to focus on solving complex challenges at hand while setting expectations with stakeholders You thrive in a support environment, and also drive proactive improvements and initiatives where you identify them. You’re cool under pressure - can navigate and handle the response to several high severity incidents at once - incident management experience is preferable. While this is not a developer role, having basic knowledge of some programming languages would be desirable (eg. Python, JavaScript) The team works 24/5 service levels globally, you’ll be comfortable with some regular out-of-hours and on-call over the weekends. You work well in a team with a diverse group of people from all over the global and cultures and in different time zones.   Qualifications   Essential Experience is a technical support role for an  API  product Strong ability to test, troubleshoot REST APIs and understand  API  documentation Strong communicator who can articulate complex technical concepts to a non-technical audience Experience and willingness to be on call outside of normal working hours (compensated) Familiarity with incident management processes   Desired Experience in payments / fintech Enterprise customer environment experience Programming in any language

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit  Wise.Jobs . Keep up to date with life at Wise by following us on  LinkedIn  and  Instagram .