Analista de Suporte
Gaudium
Associate Technical Support Analyst
Trustly
full-time
Posted on:
Location: 🇧🇷 Brazil
Visit company websiteJob 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.
