Trustly

Associate Technical Support Analyst

Trustly

full-time

Posted on:

Origin:  • 🇧🇷 Brazil

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Job Level

JuniorMid-Level

Tech Stack

AWSCloudJavaJavaScript

About the role

  • Trustly is a Pay by Bank fintech connecting merchants and consumers across banks and countries.
  • Provide Tier 2 technical services to merchants and internal teams (investigation and resolution of queries, real-time merchant technical escalations, developer support).
  • Manage incidents proactively and reactively following ITIL best practices and support Post Incident Reviews (PIR).
  • Perform advanced technical support including log analysis, diagnostics, debugging, and RESTful API troubleshooting.
  • Escalate to Tier 3 (Engineering and SRE) for support requests and incidents, and test/validate bug fixes.
  • Create and maintain issue logs, knowledge base articles, internal tools, and documentation; provide internal training and customer communication as needed.
  • Participate in on-call rotation and external notifications and change management.

Requirements

  • Excellent English skills (written and verbal).
  • The candidate must be able to develop simple solutions using Java or C#, JavaScript, HTML and database queries.
  • The candidate must know how to do RESTful API calls.
  • The candidate must be able to debug and investigate issues raised by merchants and Trustly's teams.
  • Knowledge of other Trustly adopted technologies: AWS Cloud Computing, Salesforce Service Cloud and Database queries.
  • Willingness to work on on-call rotation (including night shifts, weekends and holidays).
  • Plus, ideally: Previous knowledge of mobile platforms.
  • Plus, ideally: Previous experience in cloud software development.
  • Plus, ideally: Previous knowledge of payments services.
  • Plus, ideally: ITIL knowledge and/or certification.