Technical Support Analyst 24/7 shifts (Remote)

Remote-first

A little flex time

Employment type
Full time

About Currencycloud

Currencycloud is somewhere where innovative thinking and the power of technology know no limits. We know that the success of the business depends on the people who keep it moving, which is why we are looking for exceptional talent to join our international payments revolution.

We are an open & collaborative Fintech unicorn that lives and breathes our company values:

Be Human, Better Together and Own it.

About the role...

Technical Support is the face of the system to the internal business users. You will need to understand the workflows of the system for both customers and back office users and be able to timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings of the system are addressed. This role will report into the Technical Support

lead.

Customer Operations provides continuous 24/7 support, of which Technical Support Analysts are part. This role is shift-based and will require the candidate to commit to working a two day two night shift pattern. 08:00 - 20:00 and 20:00 - 08:00 with four days off.

The details...

Reply promptly to issues, questions and requests raised ensuring SLAs are met

Take the responsibility of owning Incidents and managing them through to completion, following the Incident Management process

Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support

Proactively contribute to monitoring and alerting solutions

Troubleshoot and investigate bugs, alerts and other issues as they are raised

Suggest system improvements to reduce the need for manual intervention

Help maintain a backlog of solutions to problems, collaborating with product teams

Write and update system and process documentation

Where necessary, create SQL update statements to be issued as change requests

Skills, Knowledge & Expertise...

This position would suit someone who is experienced in a second line support role and has experience with incident management. Someone who is confident in speaking with different teams and knowledge sets.

All applicants should:

Be capable and comfortable working independently

Excellent knowledge of SQL and data visualisation tools

Excellent team working skills, ability to manage own workload and tenacious attention to detail

Perform well under pressure, with outstanding organisation and ability to prioritise

Excellent communication skills, both written and verbal

Eager to learn new skills and processes

Be able to find solutions to problems that arise

Have an interest in the payments, financial services, technology or FX industry

Why Currencycloud?

We are a remote-first company; whichever location you’re contracted to, we leave it up to you and your manager to agree on how often you come into the office. To make things easier we offer an allowance so you can create your own working space at home because we REALLY mean it when we say remote first.

Your health and well-being are of paramount importance to us, and so our jampacked employee benefits reflect this!

We offer a competitive salary, an individual learning and development budget, a pension or 401K contribution, mental health days and comprehensive health care that includes annual optical and dental allowances, access to mental health support and a monthly allowance that you can spend on anything health or wellness related!

At the moment we are unable to consider applicants living outside of our entities and we are unable to provide visa sponsorship.

We aren’t currently looking for additional Recruiter support on this role and won’t be accepting any unsolicited CVs

Apply now

Remote-first

A little flex time