The Role
As a Senior Technical Support Engineer, you will troubleshoot technical issues for users, manage support requests, and escalate complex cases, while working with cloud platforms and improving team performance.
Summary Generated by Built In
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.
What we offer at Nium
We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.
We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible working hybrid working environment (3 days per week in the office).
We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend.
We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!
We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.
For more detailed region specific benefits : https://www.nium.com/careers#careers-perks
For more information visit www.nium.com
Depending on your location, certain laws may regulate the way Nium manages the data of candidates. By submitting your job application, you are agreeing and acknowledging that you have read and understand our Candidate Privacy Notice located at www.nium.com/privacy/candidate-privacy-notice.
Skills Required
- 5-7 years 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 orchestration platforms such as Docker and Kubernetes
- Experience in build and deploy automation tools (Ansible/Jenkins/Chef)
- Experienced in release and change management, incident, and problem management
- Familiar with server log management tools like ELK and Kibana
- Certification in ITIL, COBIT or Microsoft Operations Framework (preferred)
- Experience with scripting languages or shell scripting
- Ability to diagnose and troubleshoot technical issues
- Ability to work proactively with log monitoring
- Experienced in monitoring tools, frameworks, and processes
- Excellent interpersonal skills
- Experience with 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
Nium Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nium and has not been reviewed or approved by Nium.
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Fair & Transparent Compensation — Pay is considered market-competitive in certain tech and sales roles and higher‑paying geographies, with upside evident for specific functions and seniority. Signals of strong totals in U.S. engineering/product and top‑end sales support a generally favorable footing.
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Healthcare Strength — Company materials and external listings describe comprehensive health coverage and 24×7 assistance support aligned with a modern fintech package. These elements are positioned as core parts of the global offering.
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Leave & Time Off Breadth — Generous parental leave, standard PTO, and a company‑wide year‑end shutdown expand time‑off support beyond basics. Public career materials and job ads consistently reference these components.
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The Company
What We Do
Nium is an advanced payments platform redefining the way consumers and businesses send, spend, and receive funds across borders. Nium’s goal is to make the movement of money seamless through being a universal plug for financial services. The company uses agile, elegant, and modular solutions for complex business problems. Be it an Individual, new-age digital bank, or a traditional industry behemoth, Nium prides itself on creating financial infrastructure for every level of sophistication. Nium’s key solutions: • Pay-ins • Pay-outs • Card issuance • Banking-as-a-service • Crypto-as-a-service We are a global leader in B2B modern money movement • Launched the world’s first global platform for crypto-as-a-service • $280M Funding • Series D • $2B Valuation o 130+M End customers o 190+ Payout markets o 100+ Supported currencies • Named on CB Insight’s Fintech 250 List • Financial Times’ List of Asia-Pacific High-Growth Companies 2021 • Fintech Employer of the Year’ at the 2021 Singapore Fintech Festival • Best B2B Payment Platform’ at the 2021 Future Digital Awards
Why Work With Us
We, at Nium, are on a mission to transform modern money movement. We are driven by our co-created values of "seek the simple", "make it better" and "win it together". These aren't just buzzwords; they're how we do business every day and owned by each and every employee at Nium. We create new rules and new possibilities for a world of open money.
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