Technical Support Engineer
3 days ago
About Wise Asia-Pacific PTE. LTD.
Wise is a global payments infrastructure company that has revolutionised the way money moves around the world. Our mission is to make international money transfers cheap, fair, and simple.
We're proud to have a truly international team and celebrate our differences. Our teams are strongest when they are diverse, equitable, and inclusive.
Job Summary
This role involves ensuring that Wise API integrations receive industry-leading support levels when needed. The Technical Support Engineer will be part of a global team responsible for providing timely and dedicated assistance to Wise Platform enterprise partnerships, business payouts customers, Open Banking providers, and self-onboarded API users.
About the Role
- Develop expertise in Wise API products and capabilities, as well as a solid understanding of how Wise Platform partnerships integrate with the solution.
- Collaborate with various teams across Wise Platform and Open Banking products to achieve this goal.
- Support contacts across all channels, primarily through email in our support queues, and also by phone for critical issues affecting partnerships.
- Contribute significantly to troubleshooting and solving user-reported issues independently or collaboratively with engineering and commercial teams.
- Enable the rest of the team to support API users globally by sharing and capturing knowledge on reported issues.
Requirements
- You have at least 3 years of experience in a technical support engineering role and are familiar with common support tooling and terminology.
- You're confident in testing and debugging REST APIs, interpreting logs, and querying databases.
- You possess strong organisation and prioritisation skills, allowing you to focus on challenges while setting expectations with stakeholders.
- You thrive in reactive support environments and drive proactive improvements where necessary.
- You're able to navigate high-severity incidents under pressure and handle multiple responses simultaneously.
- Some coding experience, particularly with Python or Java, is beneficial – although not required.
- While working 24/5 follow-the-sun may require some regular out-of-hours on-call duties over weekends.
- You're willing to travel internationally to work with product engineering, implementation delivery, customer support, and operations teams worldwide.
- Working effectively within a diverse team across different time zones is crucial.
Additional Information
We believe everyone deserves access to affordable, reliable financial services, regardless of their background or circumstances. At Wise, we strive to provide a platform that empowers individuals and businesses to manage their finances without borders or prejudice.
Salary: $85,000 per year (estimated based on location and industry standards)
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