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Senior Technical Support Engineer



Software Engineering, IT, Customer Service
Posted on Wednesday, May 22, 2024

Yapily is on a mission to enable innovative companies to create better and fairer financial services for everyone, through the power of open banking.

In the fast-paced world of FinTech open banking, where innovation meets financial services, we are looking for a new Senior Technical Support Engineer to support clients on our API driven payment and data products.

We are connected to thousands of banks, across Europe and beyond, and provide real-time, secure access to financial data, enabling our customers to build the next generation of financial products and services. Your role will be to deliver exceptional technical customer support finding ways to uplevel and enhance our processes and tooling to deliver faster and better solutions to meet both our customer needs and our strategic goals.

You will have a strong focus on business & customer needs, but also be technically minded, and have the ability to communicate effectively technical analysis findings. You will be working across our product portfolio allowing you to learn and become a recognized expert in our product offering. You will be flexible and eager to learn, embracing new challenges with enthusiasm and a readiness to engage to support our customers.

Join us in shaping the future of open banking, and making a real impact in the financial industry.

Learn more: https://www.yapily.com/company/about-us

Main responsibilities include:

  • Provide exceptional technical guidance to customers on our products.
  • Liaise with customers and internal experts to ensure appropriate and timely action is taken, consistently driving towards solution
  • Prioritise and manage multiple open issues in our helpdesk.
  • Supporting customers of all sizes and industries to make the best use of our APIs.
  • Support major incidents as the communication lead
  • Support customers as they manage their accounts and bank integrations on our online portals.
  • Provision of clear step-by-step technical help, both written and verbal.
  • Ensure Yapily’s SLA (Service Level Agreements) targets with customers are upheld, identifying ways to improve our service delivery.
  • Advocate & Lead for our customer needs internally, driving resolution updates on key issues with clients, and providing feedback on new feature requests to product teams

What we would love, in addition:

  • Assist & Mentor Technical Support Representatives with difficult cases
  • Ensure the Knowledge documentation is available and reviewed periodically
  • Ensures delivery of excellent customer service through fast and accurate processing of cases, communication and coordinating with other departments to resolve inquiries.
  • Lead Major Incidents when required
  • Assists management in ensuring performance goals are met.