What you will do:
- SME on resolution of Complex Incidents (escalations).
- Post Incident Review (PIR) Support as SME.
- Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences.
- Escalation to Tier 3 (Engineering and SRE) on support requests.
- Escalation to Tier 3 (Engineering and SRE) on incidents.
- Create and maintain log of Issues and resolutions.
- Proactive Identification of Trends and Issues.
- Knowledge base articles creation and maintenance.
- Internal Training and knowledge sharing.
- Customer Communication (if necessary) on Support requests.
- Testing and Validation of Fixes of bugs (identified on support requests).
- Change Management internal notifications.
- New feature consultancy as SME to Product team.
- External (mass or individual) notifications per request.
Who you are:
- Excellent English skills (written and verbal).
- The candidate must be able to develop simple solutions using Java or C#, JavaScript, HTML and database queries.
- The candidate must know how to do RESTful API calls.
- The candidate must be able to debug and investigate issues raised by merchants and Trustly's teams.
- Knowledge of other Trustly adopted technologies: AWS Cloud Computing, Salesforce Service Cloud, and Database queries.
- Willingness to work on a rotation (including night shifts, weekends, and holidays).
- Previous knowledge of mobile platforms.
- Previous experience in cloud software development.
- Previous knowledge of payments services.
- ITIL knowledge and/or certification.
Our perks and benefits:
- Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
- Life insurance with differentiated coverage;
- Meal voucher and supermarket voucher;
- Home Office Allowance;
- Wellhub - Platform that gives access to spaces for physical activities and online classes;
- Trustly Club - Discount at educational institutions and partner stores;
- English Program - Online group classes with a private teacher;
- Extended maternity and paternity leave;
- Birthday Off;
- Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
- Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
- Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!
What We Do
At Trustly, we envision a world in which online payments are fast, simple and secure for everyone — merchants, consumers and banks alike. One hundred years ago, cash was king. People got paid in cash, carried it in their wallets, and bought things with it at the local store. Payment was easy. Oh, how the times have changed. Today, our salaries are deposited straight into our bank accounts and we shop online, from merchants all around the world. So why is it so hard to pay straight from our bank accounts? For consumers, paying online should be as easy as sliding a bill across the counter. And accepting payments and issuing refunds should be the least of merchants’ worries. Credit cards, debit cards, e-wallets, invoices and cash-on-delivery are all middlemen levying fees, debt and interest for the simple task of moving money from one person to another. At Trustly, we work hard to make online payments easy.
Why Work With Us
At Trustly, we work hard to make online payments easy. We’re dynamic, not stuffy. We’ve got the drive and ambition of a startup and the experience and advantage of a scale-up, all wrapped up in one amazing team. The pace is fast, and change is frequent. We prioritize agility to adapt to whatever tomorrow brings.
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