Support Engineer

As a Support Engineer at Numeral, you will be the primary point of contact for customers and partners for Mambu Payments support. This includes managing incoming support requests, assisting with platform deployments, and troubleshooting complex issues related to our APIs and integrations. You'll also be responsible for responding to support tickets within established SLAs and driving continuous improvements in our product's reliability.

To excel as a Support Engineer at Numeral, you should have at least five years of experience in technical or product support, with a robust understanding of APIs and integration-heavy software. Strong problem-solving skills, experience with incident management, and excellent communication abilities are crucial. Familiarity with financial technology and tools like ticketing systems or monitoring tools will be advantageous.

At Numeral, ensuring customer satisfaction is paramount. As a Support Engineer, you will utilize your excellent communication skills to assist customers effectively. You'll apply your problem-solving expertise to diagnose and resolve complex technical issues promptly, ensuring all support requests are handled within our SLAs, thereby fostering a positive experience for our users.

In your role as a Support Engineer at Numeral, you will work with various tools, including ticketing systems like Zendesk or Jira, data exploration tools like Metabase, and monitoring platforms such as Datadog or Grafana. Your familiarity with these tools will help streamline the support process and enhance your efficiency in resolving customer issues.

Numeral is committed to the professional growth of its employees. As a Support Engineer, you will have access to continuous learning opportunities and can participate in various training programs. Additionally, Numeral values personal well-being and offers benefits such as remote working options and a four-week paid sabbatical after five years of service.

Absolutely! When answering this question, highlight specific examples where you diagnosed and resolved complex technical issues. Discuss the methods you used to identify the root cause of the problem, any relevant tools you utilized, and the impact your solution had on customer satisfaction.

Discuss your approach to triaging requests based on urgency and impact. Explain how you assess the severity of the issue and utilize service level agreements to prioritize your workload effectively, ensuring critical issues are addressed in a timely manner.

To ensure customer satisfaction, I focus on clear communication, active listening, and prompt resolution of issues. I often provide regular updates to customers on the status of their requests and strive to exceed their expectations whenever possible.

Provide a specific instance where you worked with engineering or product teams to resolve a complex customer issue. Discuss your role in facilitating communication between teams, the outcome of the situation, and what you learned from that experience.

When facing difficult customer interactions, I remain calm and empathetic. I focus on understanding their concerns and work towards a solution, ensuring they feel heard. It's important to maintain professionalism and provide clear, constructive feedback.

Discuss your familiarity with APIs, emphasizing specific technologies and tools you’ve worked with. Differentiate between creating, using, or troubleshooting APIs and how that contributes to providing support in a technical environment.

Explain your approach to continuous learning, such as attending workshops, taking online courses, or participating in relevant fintech forums. Mention specific resources you use to stay updated on the latest trends in technology and the financial industry.

Emphasize the importance of documentation in ensuring efficient support processes. Discuss how a well-maintained knowledge base can speed up troubleshooting and contribute to team training, ultimately improving customer service.

Provide examples of ticketing systems and monitoring tools you’ve previously used, like Zendesk or Datadog. Discuss how you effectively utilized these tools to manage customer communications and issues, enhancing your support capabilities.

In your response, express your enthusiasm for the fintech industry and how Numeral’s mission aligns with your career goals. Highlight aspects of the company culture or work environment that appeal to you, reinforcing your commitment to customer support excellence.