Technical Support Engineer
Hybrid · Tel Aviv, Tel Aviv, Israel
Job Summary
Technical Support Engineer responsible for taking ownership of escalations and serving as the central point of contact for engineering and product teams. You will diagnose and resolve complex payment-related issues across Payments, Payees, and Cards domains, investigate root causes, contribute to knowledge sharing, and drive proactive risk mitigation. The role requires collaborating with remote teams in the U.S. and Colombia, understanding complex workflows and payment ecosystems, and delivering an exceptional customer experience through strong communication and troubleshooting skills.
Required Qualifications
- 3+ Years of Experience in Technical Support, Product Support, or customer-facing technical roles within FinTech, SaaS, Financial Management, or Accounts Payables sectors
- Database and Troubleshooting Experience with relational databases and SQL, and proficiency with MongoDB
- API Integration Experience; familiarity with Postman is a plus
- Workflow Understanding and Communication: ability to understand complex workflows and communicate solutions across R&D, Product, and customer-facing teams
- Global and Remote Collaboration experience with remote team members across time zones (U.S. and Colombia)
- Troubleshooting and Problem-Solving Skills; Excellent analytical abilities with a customer-centric mindset
- Strong written and verbal communication skills; ability to translate complex technical issues into customer-friendly explanations
- Familiarity with APIs (SOAP and REST) and reading XML and JSON files
- Ability to thrive in a fast-paced environment; manage multiple priorities and customer escalations
- Remote Management Adaptability: ability to work with a manager located in the U.S. or Colombia
- Self-motivated, quick learner, adaptable, and an effective team player
Desired Qualifications
- 3+ years in Technical Support, Product Support, or customer-facing technical roles within FinTech, SaaS, Financial Management, or Accounts Payables
- Experience with relational databases and SQL
- Experience troubleshooting API integrations; familiarity with Postman is a plus
- Ability to understand complex workflows and communicate solutions across R&D, Product, and customer-facing teams
- Experience collaborating with remote teams across time zones (U.S. and Colombia)
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