Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.
We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.
Get the tools to grow globally at www.rapyd.net. Follow: Blog, Insta, LinkedIn, Twitter
As a Escalation Engineer you will be responsible for:
- Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.
- Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
- Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
- Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
- Participate in the features development life cycle - starting from the design to the implementation method, and the handover to the relevant teams.
- Maintain production quality - work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.
- At least 1-2 years of experience in Technical Support/Sales Engineer/Escalation customer-facing or any other similar position under the Customer Success department for B2B.
- Experience with APIs (especially REST APIs), SQL, and Postman.
- Experience with inspecting and diagnosing logs.
- Strong ability to understand the design of complex system architecture, perform in-depth analysis, problem-solving skills, and provide creative technical solutions.
- Have the “Support bug” in you – curious and motivated to provide the best for each incoming issue, and have great problem-solving skills.
- A people person, team player, strong can-do mentality, great communication skills, ability to work independently, and multitasking abilities.
- Excellent English - Verbal and written
- Familiarity with Jira and Confluence - Advantage
- Proven resume in the FinTech Industry domain - Advantage
Skills Required
- 1-2 years experience in Technical Support/Sales Engineer/Escalation or similar customer-facing B2B Customer Success role
- Experience with APIs (especially REST APIs)
- Experience with SQL
- Experience with Postman
- Experience inspecting and diagnosing logs
- Ability to understand complex system architecture and perform in-depth analysis and problem solving
- Curiosity and strong support/problem-solving mindset
- Strong communication skills, team player, ability to work independently and multitask
- Excellent English, verbal and written
- Familiarity with Jira and Confluence
- Proven experience in the FinTech industry
What We Do
Build Bold. Liberate global commerce with all the tools your business needs to create payment, payout and fintech experiences everywhere. Around the world, customers want to pay in a thousand different ways. Businesses and consumers want to get paid faster. And developers want to build new products and possibilities. Rapyd makes it happen, giving you more ways than anyone to make fintech work for your business. With Rapyd, your business can accept and send payments to just about anyone—faster, cheaper and easier. And Rapyd clients see an average of 196% return on investment and spend 70% less time managing payments. Whether you’re building an app, selling a product, sending payments or doing a little of everything, Rapyd has solutions that let you boldly do what you do best. • Send and receive funds • Add hundreds of payment methods worldwide • Issue prepaid virtual and physical cards • Simplify money management and foreign exchange • Integrate fintech with APIs
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