Customer Success Engineer, Scaled Support

Who you are:

You have leveraged your technical expertise in customer facing roles within the fintech or technology start-up space. Developing a passion for partnering with globally located customers to address their needs and ensure their success, you are the ultimate brand advocate.

You thrive in a fast paced startup environments where the product and service offerings are constantly evolving to meet the needs of an emerging industry. A self starter and natural problem solver, you are committed to delivering optimal and timely customer outcomes.

You love digging deep into the details, leveraging your engineering foundation to resolve issues and ensure seamless customer experiences with our solutions. You appreciate the unique complexities of each customer's setup, providing truly customised support as you guide customers on their journey with our product.

You're comfortable taking initiative, being proactive in sharing feedback and advocating for ideas that improve our internal workflows, products and services. You're not afraid to ask questions and challenge the status quo, ensuring that we're always working towards our north star: exceptional customer experiences.

What you’ll do:

Provide strong technical support capability for clients after the launch of their programme. Build strong customer relationships and ensure customer satisfaction through timely issue resolution of customer queries.

Dive deep into technical issues, analysing relevant data to identify root causes and provide solutions. Participate in a collaborative team environment, fostering knowledge-sharing, brainstorming, and ideation to maintain the highest levels of team quality and efficiency.

Take a consultative approach to help customers optimise their use of our product. Identify enhancement opportunities that align with customer needs and goals. Develop product specific resources that will increase customer product knowledge and utilisation.

Act as the gatekeeping and run triage for our incident management workflow, using deep knowledge of our product and processes to funnel work to the correct teams to ensure timely escalation, investigation and resolution.

Create documentation to consolidate knowledge and build the bench strength of the team. Gather and analyse feedback to continuously improve products and services. Implement strategies to reduce customer time-to-value and enhance overall satisfaction.

Collaborate with internal teams on customer expectations and deliverables. Ensure effective communication and problem resolution. Provide feedback to product and engineering teams to help refine and improve the product suite.

What’ll you’ll need to be successful:

Business level English

Bachelor’s degree in Computer Science, Engineering or a related discipline or 5 years of equivalent work experience in a technical role.

4 years in a technical support role within a software or technology company, demonstrating your ability to troubleshoot and resolve complex technical issues.

Familiarity with relevant programming languages and database querying techniques, enhancing your ability to understand and address technical issues comprehensively.

Strong verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.

Exceptional analytical skills and a methodical approach to dissecting complex technical issues, identifying root causes, and implementing effective solutions.

Highly organised with a meticulous attention to detail, ensuring accurate tracking and management of technical enquiries and resolutions.

Proven ability to collaborate effectively with cross functional teams fostering a cooperative and productive working environment.

A strong commitment to delivering exceptional service, always prioritising the customer’s needs and ensuring their success with the product.

Ability to thrive in a fast-paced, dynamic environment, quickly adapting to changing priorities and requirements.

It would also be helpful if you have (optional):

Previous payment industry experience

Business level Mandarin

Experience working a fully remotely capacity

Experience working in a 24x7 team environment