Technical Support Engineer Tier 3

Found in: beBee S AE - 4 weeks ago

Dubai, United Arab Emirates Tribal Credit Full time
Overview Are you ready to join an agile, diverse, and global team of innovators in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency physical and virtual business Visa cards and a powerful spend management platform to track and control expenses\xe2\x80\x94all in one seamless interface. Our founders are serial entrepreneurs who have launched startups both in emerging markets and the U.S. We\'re backed by leading international investors, including SoftBank, QED Investors, BECO Capital, Global Ventures, Endeavor Catalyst, Endure Capital, and OTG Ventures . We\'re also part of the Visa Fintech Fast Track program among an elite group of fintechs. This position is 100% remote, based in MENA, will be part of the horizontal engineering division, and will report to the Support Tier 3 Team. As a Technical Support Engineer- Tier 3, you will\xe2\x80\xa6 Primary escalation point for technical issues that are unable to be solved by the customer support team Facilitate the communication between engineering and other business units, like customer success and product Be able to create troubleshooting guidelines for known and unknown issues and bugs. Work closely with the Engineering teams to identify and solve open issues Investigate issues, reproduce defects, and provide hints on root causes Document potential causes of failure (when possible map it to Root Cause Analysis) Facilitate the translation or refinement of business requirements into technical requirements Help transform needs or open issues into product requirements. Drive accurate and on-time response for customer open tickets. Create documents to help the customer success department, and end customers interact with the product. Who You Are 3+ years of experience in Tech Support General knowledge of Software as a Service (SaaS) products, JIRA, OpsGenie, and SQL Overall architecture/ system knowledge Ability to differentiate critical issues from low-impact issues and categorize them throughout different prioritization frameworks. Drive issue resolution & ability to think out of the box Good communicator & problem solver Able to explain technical concepts to non-technical individuals Eager to learn new technologies, and new products Change agent, makes things happen Fluency in English & Spanish required Agile, flexible, and responsive approach to work. Enthusiastic, positive, friendly, and has a great sense of humor Benefits 100% employer paid premiums (for team member and family) for healthcare (medical, dental, vision) Highly supportive team culture Hybrid working model, 100% flexible work environment Market-competitive salaries Top-notch project management, productivity, and team engagement tools Unlimited learning resources, and much more 13th Month salary Our Values We\'re captivated by customers: We\'re captivated, obsessed, fascinated and engaged with our customer - inside and outside of Tribal. Everything we build is rooted in creating new possibilities for them, challenging what we think is impossible. We operate in 3D: Drive. Diagnosis. Data. We execute with drive and urgency. When needed, we diagnose using data and experiments before deciding. We consider second order effects and think things through. We progress towards excellence: We hold ourselves and each other accountable to high standards and excellence. We balance perfection with delivery, experimentation and learning. We pursue learning and growth: We\'re curious and passionate about learning and growing. We question assumptions, seek out information, ask for feedback, acquire new knowledge, and explore new perspectives. We\'re human-centered as one tribe: We work as one tribe. We collaborate on issues, powered by respectful challenge and feedback. We listen to each other. We\'re open to other points of view but commit once a decision is taken, supporting each other wholeheartedly on the path forward. Equal Employment Opportunity & Privacy Statement All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Click here to learn about our Tribal Privacy Policy and #JoinTheTribe Learn more about Tribal at www.tribal.credit and www.tribal.com.br

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