Associate Technical Support Analyst

WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the team:

The Tier 2 team provides technical services externally to merchants and internally to other Trustly teams such as Business Operations, Risk, Integrations, Customer Success, and Product. This will include services such as investigation and resolution of queries and real-time merchant technical escalations, as well as technical developer support. The team also manages incidents, proactively and reactively, following ITIL best practices. Services will also include work on improving internal and external documentation, developing internal tools to support daily activities and provide support 24/7 in on call rotation.

What you will do: :
• SME on resolution of Complex Incidents (escalations).

• Post Incident Review (PIR) Support as SME.

• Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences.

• Escalation to Tier 3 (Engineering and SRE) on support requests.

• Escalation to Tier 3 (Engineering and SRE) on incidents.

• Create and maintain log of Issues and resolutions.

• Proactive Identification of Trends and Issues.

• Knowledge base articles creation and maintenance.

• Internal Training and knowledge sharing.

• Customer Communication (if necessary) on Support requests.

• Testing and Validation of Fixes of bugs (identified on support requests).

• Change Management internal notifications.

• New feature consultancy as SME to Product team.

• External (mass or individual) notifications per request.

Who you are: :
• 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 a rotation (including night shifts, weekends, and holidays).

Plus, ideally:

• Previous knowledge of mobile platforms.

• Previous experience in cloud software development.

• Previous knowledge of payments services.

• ITIL knowledge and/or certification.

Our perks and benefits::
• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;

• Life insurance with differentiated coverage;

• Meal voucher and supermarket voucher;

• Home Office Allowance;

• Wellhub - Platform that gives access to spaces for physical activities and online classes;

• Trustly Club - Discount at educational institutions and partner stores;

• English Program - Online group classes with a private teacher;

• Extended maternity and paternity leave;

• Birthday Off;

• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;

• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;

• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.