Technical Support Engineer

Job Description

As a Technical Support Engineer, based in Bengaluru, you will be part of a team that operates as a key point of contact with Adyen s merchants across the globe. You will work directly with a variety of other Adyen teams across the technology, commercial and operational sphere to deliver the merchant support model. The service Adyen Technical Support team provides to the merchant has a direct impact on their ability to take payments and further grow their business. You will be an extremely merchant-focused, highly motivated individual that thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate across time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants and our internal teams. What you ll do Provide our customers with the help and instruments they need for them to successfully accept payments globally; Be a key source of knowledge on the Adyen platform, products, APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices; Support merchant technical personnel, leveraging knowledge and expertise to troubleshoot technical problems and create the best possible merchant experience; Advise merchants regarding the best implementation practices and also addressing specific merchants issues; Serve as a feedback loop for the organisation, gathering merchant s feedback, evaluating merchant needs, and communicating these to product and management personnel. Will manage a queue of live tickets with a target resolution of a minimum of eight cases per day across a variety of complexities. Providing first in class service which will be analysed via CSAT and regular QA of engineers tickets. Who you are You are an experienced Technical Support Engineer/Technical Solutions Consultant with a minimum of 3 years experience. You love to provide technical assistance to merchants and troubleshooting via phone, web-based tools and email; You are capable of making quick, informed decisions under pressure while prioritising tasks based on urgency; You re creative and innovative, have strong problem-solving capabilities and are able to adapt to new processes and procedures quickly while dealing with many varied technical requests; Youre able to or have a keen interest in writing scripts, SQL, JavaScript, Python or Java code; You re able to solve problems by identifying issues via inferring from complex data sets or reading application or hardware logs; Youre a team player who takes responsibility for tasks and you enjoy working independently; Experienced in collaborating with globally distributed, multicultural teams, with a deep understanding of cultural nuances You like going the extra mile to ensure customer satisfaction and delight You have strong written and verbal communication skills Must be willing to travel globally where required. Will be expected to work weekends and evenings as part of a rotational shift basis.