Offer summary

Qualifications:

At least 3 years of experience in Support, IT, or Customer technical support, preferably in fintech or payments companies., Bachelor's degree in industrial, mechanical, electronic engineering, or IT., Strong understanding of internet and web protocols, including TCP/IP and REST APIs., Advanced communication skills in English and Spanish, with experience in client management..

Key responsibilities:

Manage the entire customer journey from case creation to resolution.

Provide effective support and perform analysis to identify causes and solutions for customer issues.

Proactively identify potential problems and implement preventive measures for platform stability.

Collaborate with teams to resolve complex technical issues and create documentation for future reference.

Job description

Why

minka_ is an open network that enables money to flow.

We are powering the real time payments infrastructure of several countries and have enabled millions of people to move money instantly, using only a phone number and at no cost.

We are a lean, purposely small, well funded startup that is playing the long game. We are selective and take care of our (dream) team, so you will be well compensated. We value highly-motivated, somewhat crazy, and creative individuals that believe in our mission.

Our vision is to improve the way people interact with money.

What

As the Technical Support Engineer II, you will be responsible for the entire customer journey from beginning of case creation, to resolution.

You will provide effective support to different customers, both internal and external and perform the relevant analysis of the evidence provided by internal and external customers to find causes and solutions to the problems presented.

You will proactively identify potential problems and implement preventive measures to ensure platform stability, collaborate with other teams to identify and resolve complex technical issues, provide technical guidance to junior team members and identify and document solutions to technical incidents and create knowledge base for future reference.

You will also manage SLA’s and maintain a high compliance and accomplishment of it while being up to date with technology trends to deliver best technical solutions possible.

Be a solver

Required skills

You understand tickets end to end, without disregarding the responsibility until the problem is solved while being able to deep dive on the client’s most recurrent tickets to analyse what kind of actions can be take to avoid them in the future.

You know how to establish and maintain a good relationship with several external stakeholders to understand the client’s main pain points from different perspectives.

You can position yourself internally to ensure that the tickets and issues are getting solved as minka’s main priority to impact on positively on churn and revenue.

You are an expert in creating guidelines and handbooks to structure platforms circle best practices and finding improvements to technical solutions to update technical documentation.

Whom

Required skills

You have at least +3 years of experience working in Support, IT or Customer technical support in fintechs, payments companies or start-ups and know how the internet and the web works on the network and protocol level, from TCP/IP to REST APIs.

You have a Bachelor’s degree in industrial, mechanical or electronic engineering or IT with previous experience working in fast paced environments at early-stage start-ups.

You have advanced communication skills through previous client management positions in financial system and fluency in English and Spanish languages.

Required profile