Requirements

• 5+ years of experience in a technical, client-facing role such as L2/L3 technical support, solutions engineering, implementation engineering, Technical Account Management, or forward-deployed engineering, ideally within B2B SaaS or fintech.
• Strong technical troubleshooting capabilities, including experience working with REST APIs, reproducing issues through Postman or curl, writing basic SQL queries, and interpreting application and system logs.
• Demonstrated ability to take full ownership of client problems, proactively investigate issues, follow through on escalations, and remain accountable until a solution is reached.
• Strong client-facing communication skills, with the ability to explain technical problems clearly to technical and executive stakeholders, including CTOs and CEOs.
• Experience working in global or 24/7 support environments with cross-time-zone collaboration and structured handoffs.
• Comfortable working EMEA business hours and participating in an occasional weekend and public holiday on-call rotation.
• Familiarity with observability and monitoring platforms such as New Relic, Datadog, or similar tools.
• Strong written and verbal English communication skills and the ability to collaborate effectively with distributed teams.
• A proactive, investigative mindset with strong judgment, prioritization, and problem-solving abilities.
• Experience with payments, card issuing, stablecoins, open banking, or other fintech infrastructure is a plus.
• Familiarity with PCI DSS or other financial services compliance environments is advantageous.
• Experience creating internal tooling, runbooks, knowledge systems, or technical enablement resources is beneficial.
• Comfortable using AI tools regularly for technical investigation, workflow automation, coding, and problem solving.
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Accountabilities

• Own L2/L3 technical support during EMEA business hours, taking complex client issues from initial triage and investigation through resolution and follow-up.
• Investigate technical issues across multiple systems, using transaction data, API logs, account information, and observability platforms to identify root causes accurately.
• Diagnose and reproduce API and integration issues using tools such as Postman, curl, SQL, and system logs.
• Lead Engineering escalations by preparing structured evidence, technical sub-tickets, and clear summaries of client impact so engineering teams can act efficiently.
• Build trusted relationships with clients by providing clear technical guidance, proactive communication, and end-to-end ownership of their issues.
• Identify recurring support patterns, product gaps, integration risks, and potential incidents, proactively sharing findings with Engineering and Product teams.
• Act as a bridge between clients, Customer teams, Engineering, and Product by translating technical issues into clear business and customer context.
• Create and continuously improve runbooks, escalation procedures, troubleshooting guides, and knowledge base documentation.
• Participate in high-priority incident response, maintaining accurate timelines and coordinating client communication during critical incidents.
• Adopt and improve AI-assisted investigation workflows, using AI tools to increase efficiency and developing practical solutions that can benefit the wider technical support team.
• Build or contribute to internal tools and workflows using AI coding assistants and modern development technologies.