Senior Technical Support Engineer

Job description

**Nium, the Leader in Real-Time Global Payments** Nium, the leading global infrastructure for real-time cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders. Its payout network supports 100 currencies and spans 190+ countries, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 40 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore. **About the Team:** Tech Support team’s goal is to offer better customer service and manage anything that happens in a live/production environment. Nium is one of the beasts to use all the latest tools for support functions. Tools like Kibana, Nagios, and cloud watch enable us to have greater visibility of our services offered to clients and eventually makes our system available round the clock, our uptime is always greater than 99.95%. **About the Role:** As part of Tech support team, you will be responsible for resolving technical issues faced by users, whether related to software, hardware, or network systems. They troubleshoot problems, offer solutions, and escalate complex cases to specialized teams when necessary. Using ticketing systems, they manage and prioritize support requests to ensure timely and effective resolutions. This role requires strong problem-solving abilities, excellent communication skills, and a solid understanding of technical systems to help users maintain productivity. ### Key Responsibilities: - Based on customer insights and channel performance data, develop and execute on a content roadmap that engages key personas at each point in the customer journey, from top-funnel acquisition to nurture and ongoing customer education, both on Nium offerings as well as the industry. - Build, develop and manage a high-performing team and culture to achieve breakthrough results; exceptionally high standards and holds self and others accountable. - Generating editorial ideas and concepts. - Work with regional Growth Marketing teams to ensure content development aligns with funnel-building objectives for each target segment. - Measure the impact of our content strategy as well as the performance of individual assets and proactively refine our resource allocation and prioritization accordingly. ### Requirements: - 5-7 yrs experience in Supporting production applications on AWS or other cloud platforms. - Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases. - Willing to work in day/night shifts. - Understanding of troubleshooting and monitoring microservice and serverless architectures. - Working knowledge of containerization technology and various orchestration platforms. e.g., Docker, Kubernetes etc. for troubleshooting and monitoring purposes. - Experience in build and deploy automation tools (Ansible/Jenkins/Chef). - Experienced in release and change management, incident, and problem management both from a technology and process perspective. - Familiar with Server log Management with tools like ELK, and Kibana. - Certification in ITIL, COBIT or Microsoft Operations Framework would be an added plus. - Experience with Scripting languages or shell scripting to automate daily tasks would be an added plus. - Ability to Diagnose and Troubleshoot Technical Issues. - Ability to work proactively to identify the issue with the help of log monitoring. - Experienced in monitoring tools, frameworks, and processes. - Excellent interpersonal skills. - Experience with one or more case-handling tools like: Freshdesk, Zendesk, JIRA. - Skilled at triaging and root cause analysis. - Ability to provide step-by-step technical help, both written and verbal.