Technical Support Engineer Ii Tech Support

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.

Job Description

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

You will provide effective support to both internal and external customers, analyze evidence to identify causes, and develop solutions to problems.

You will proactively identify potential issues, collaborate with teams to resolve complex technical problems, provide guidance to junior team members, and document solutions to technical incidents for future reference.

You will manage SLAs, maintain high compliance, stay updated with technology trends, and ensure platform stability.

Required Skills

• End-to-end ticket management, with responsibility until resolution, and ability to analyze recurrent issues to prevent future problems.
• Ability to build and maintain relationships with external stakeholders to understand client pain points.
• Internal positioning to prioritize tickets and issues to positively impact churn and revenue.
• Experience in creating guidelines, handbooks, and improving technical documentation.

Whom We Are Looking For

J-18808-Ljbffr