Technical Support Engineer 2

hace 6 meses

Bogota, Colombia minka_ A tiempo completo

**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**:
The Technical Support Engineer 2 will be responsible for the entire customer journey from beginning of case creation, to resolution.

This is a customer-facing role in a highly collaborative and fast-paced environment and therefore requires exceptional soft skills with the bandwidth to prioritize and juggle several customer issues at once.

**Responsibilities**:
**How**:
**Be an owner**:

- Provide effective support to the different customers, both internal and external
- Perform the relevant analysis of the evidence provided by internal and external customers to find causes and solutions to the problems presented
- 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.
- Identify and document solutions to technical incidents and create knowledge base for future reference.
- Manage SLA’s and maintain a high compliance and accomplishment of it.
- Be updated with technology trends to deliver best technical solutions possible.

**Be a solver**:

- Understand the tickets end to end, without disregarding the responsibility until the problem is solved.
- Deep dive on the client’s most recurrent tickets to analyze internally what kind of actions we can take to avoid them in the future.
- Ensure a good relationship with several external stakeholders to understand the client’s main pain points from different perspectives.
- 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.

**Write it down**:

- Create guidelines and handbooks to structure platforms circle best practices.
- Suggest improvements to technical solutions and update the technical documentation.
- Keep up-to-date with platform releases.
- Maintain and update the company knowledge base.

**Required skills**:

- +3 years of experience working in Support, IT or Customer technical support in fintechs, payments companies or start-ups.
- Bachelor’s degree in industrial, mechanical or electronic engineering. Information technology degree is a nice to have.
- Knows how the internet and the web works on the network and protocol level, from TCP/IP to REST APIs.
- Previous experience working in fast paced environments at early-stage start-ups.
- Advanced communication skills with internal and external stakeholders. Previous client management with the financial system is a plus.
- Fluent English and Spanish is a must.
- Ability to travel when required and rotate on weekends and nights.
- Ability to construct SQL queries and to analyze technical logs.

**Prefered skills**:

- Passionate about technology and about improving financial services.
- Know what is a bit and what is bitcoin.
- Linux beard.
- Seen Mr. Robot tv show.

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