Technical Support Engineer

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a Technical Support Engineer (tier 1), you will be in charge of investigating technical issues in the production environment of a global product. Acting as the front line of the R&D team and working closely with the customer support department. You'll diagnose and triage production issues and escalate them to tier 2 or the relevant dev on call.

You'll be in charge of meeting our service level agreement and be the bridge between the customer-facing stakeholders and the R&D team, communicating issues.

You Will:

• Work on a complex cloud environment that serves real customers.
• Conduct troubleshooting analysis for production issues and perform immediate actions for solutions.
• Work closely with customer support to define procedures, communicate with the customers, solve issues, and plan future tasks.
• Use analysis and technical investigation tools to help triage and prioritize incoming issues, such as Rapid7, Heap, DB queries, etc.

You Have:

• 1+ years experience in a similar Technical Support role.
• Proven experience with SQL and data analysis - advantage
• Experience with system log analysis - advantage
• Multi-tasker and a team player.
• English - excellent written and verbal communication skills.

Our Benefits:

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.