Support Engineer (BaaS)

Responsibilities:

• Provide operational support to our partners (BaaS) and customers worldwide by managing and resolving support requests, ensuring smooth day-to-day operations.
• Escalate requests to internal teams, control and verify task completion, and test submitted solutions.
• Update the knowledge base, maintain technical documentation, and train colleagues. Create and modernize work processes, draft, and present instructions.
• Read and interpret system logs to troubleshoot issues and support effective resolution of technical problems.
• Collaborate with development, business, accounting, and other departments.

Requirements:

• Experience in a fintech or banking support team in the B2B segment.
• English proficiency at B2 level or higher is required, as the role involves regular communication with international partners and clients.
• Understanding of the principles of working with BaaS partners and business clients of the bank.
• Knowledge of the principles of Card Processing Operations.
• Basic knowledge of e-commerce systems, E-com card methodsKnowledge of the HTTP protocol of the application layer, experience with the web service.
• Ability to read and understand system logs for troubleshooting purposes (Amazon CloudWatch Logs).
• Experience with Core banking systems (Temenos as a plus).
• Competent oral and written communication skills. 
• Ability to adapt communication between “user-friendly” and “technical” language. 
• Result-oriented approach and responsibility for task execution. 
• Excellent communication and collaboration skills to support partners, customers, and colleagues worldwide.

Additional information on candidate’s requirements (as a plus):

• Knowledge of REST API, SOAP, and SFTP technologies.
• Understanding JSON, XML, and HTML data formatting.
• Using Splunk, Grafana, and Postman.
• PL/SQL - writing simple CRUD queries .