L1 Support Engineer

Full time Customer Service Fintech Forex IT - Software Development

Job Description

Who we are in a nutshell:

?? Hi, we are FintechOS! We are the global leader in fintech enablement, with a mission to make fintech innovation available to every company. The FintechOS platform simplifies and accelerates the launching, servicing, and expansion of financial products and services, helping businesses recognize value up to ten times sooner than with other approaches: with FintechOS, banks, insurance providers, and companies can get up and running with new financial solutions in as little as 12 weeks.

Unlike other financial technologies, FintechOS breaks data free from the core, enabling the creation of personalized and differentiated products and customer journeys at scale. FintechOS is a cloud-native platform that connects with any ecosystem tech or service – financial and non-financial – and can plug anywhere in the tech stack, working with existing and legacy tech that companies want to keep. We have invested deeply in our technology IP and are proud to have built not only an exceptional platform but also a diverse and experienced tech team.

Team Overview

At FintechOS, the Implementation Support team keeps a special place: we are the experts our partners and customers rely on when they bump into challenges. We are supported and supporting internal colleagues, as we do not operate nor think in siloes.

The below principles are very dear and close to our heart, if you find the professional self-adhering to these, then you might like working with us.

Team on a Mission

We like to think of us as being a team of expert enablers, who’s only focus, and mission is to wildly empower and fuel the growth of our customers and partners champions!

Communication

We are listening, paying attention to what our customers and partners have to say. We use clear, concise language to ensure the highest level of transparency to our customers and partners, no matter the urgency or impact of the challenge ahead.

Accountability

We are aware of the impact of our actions and inactions. We own and learn from our mistakes. We like to call this progress. We will always treat with responsibility all our interactions with customers and partners.

Trust

Through the quality of our services and the dedication of our team, we are set to nurture a trust-based relationship with our customers and partners. We will always be there for you.

Do the right thing

Or what do we do when no one else is looking? We act with integrity and openness, always ready to jump in our customer’s or partner’s shoes.

Job Overview

  • The L1 Support Engineer is the first point of contact for users experiencing technical issues. This role involves troubleshooting, diagnosing, and resolving basic technical problems, escalating complex issues to higher support levels, and ensuring customer satisfaction. The L1 Support Engineer will work closely with other IT teams to maintain system stability and meet service level agreements (SLAs).
  • In this role, strong communication skills are essential. The ideal candidate will be able to effectively convey information, collaborate with team members across various departments, and engage with external stakeholders.
  • Please note that this role involves a non-traditional schedule, as it requires working night shifts to effectively support operations and clients across multiple time zones, including the Americas and Australia. The ideal candidate will need to be flexible and comfortable working during nighttime hours to ensure continuous coverage and responsiveness to global stakeholders. This schedule is designed to align with business needs in these regions, providing real-time support and communication.

Daily Operations

  • Own the response time of incoming support queries and the Satisfaction Rating of your team interactions
  • Ensure accurate and comprehensive information is collected when a new ticket is created
  • Ensure the accuracy of newly opened tickets by verifying their priority, ticket form, and other available information
  • Where applicable troubleshoot and solve the tickets based on the procedures in place
  • Assist users with service requests, such as password resets, account creation, and data changes across various applications.
  • Record, track, and document incidents and service requests in the ticketing system
  • Escalate unresolved issues to L2/L3/L4 support or relevant teams as needed
  • Follow up on open tickets to ensure timely resolution and customer satisfaction
  • Maintain up-to-date knowledge of supported products and services and propose new procedures and operational processes for efficiency and optimization of activities to meet the team SLAs
  • Assist in creating and updating technical support documentation
  • Perform routine system checks and maintenance tasks as assigned
  • Ensure compliance with IT policies, procedures, and security standards
  • Contribute to the daily support meetings

What you have

  • Bachelor’s degree in Computer Science or related field or equivalent combination of industry-related professional experience and education
  • Willingness to constantly learn, improve, and share your knowledge with the team
  • Positive, can-do attitude and ability to work in a team
  • No problem working in a fast-paced environment
  • Professional experience in application support or similar, while supporting SaaS products, preferably in the fintech industry
  • Familiarized with CRM tools, and ticketing systems (Jira, Zendesk or similar)
  • Comfortable using MS SQL Server Management Studio (or similar)
  • Able to analyse and interpret sections of source code
  • Web debugging experience
  • Exposure to REST APIs and API Clients (Postman or similar)
  • Good knowledge of English

Nice to have

  • ability to design and implement data models in SQL
  • good handle of HTML and CSS
  • good handle of JavaScript (mid-level), understanding of functions and parameters, async behaviour and callbacks, variable scopes, array, and string manipulation

Our culture

· We are a highly motivated bunch of people, taking on a huge technical challenge in one of the biggest industries in the world. We're fully aware that the impact of our work can be felt by hundreds of millions of people around the world.

· At FintechOS, we strive to be the place where a diverse mix of talented people want to come, stay, and do their best work. Our commitment to diversity and inclusion is reflected in our people, partners, and customers.

· We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other wonderful characteristics that make us different.

Quick Facts

· We are a venture-backed business co-headquartered in New York and London

· We have an extensive list of international clients already under our belt, serving customers in North America and Europe.

· Our customers range from globally strategic companies like Groupe Société Générale, Admiral Group, and BPCE Oney, to game-changing players like Vibrant, eMag, and Howden

· Our partners include niche consulting agencies, global consulting firms, and systems integrators, including Deloitte, EY, and PWC.