Technical Support Engineer

As a Technical Support Engineer, your primary responsibilities include providing technical support for banking and acquiring projects, managing client interactions, and conducting thorough investigations of client issues such as decline reasons and transaction status. You'll also manage merchant accounts and support the banking department in meeting and exceeding client needs.

To qualify for the Technical Support Engineer position, you should have prior experience in technical customer service, particularly in financial services. Strong technical knowledge, above-average computer proficiency, and excellent communication skills are essential. Familiarity with banking processes like SEPA and SWIFT will enhance your application.

A Technical Support Engineer can effectively manage client requests by utilizing ticketing systems like Freshdesk, which help track and prioritize customer interactions. It is crucial to maintain clear communication with clients, document bugs and troubleshooting steps meticulously, and collaboratively work with internal teams to resolve issues promptly.

While knowledge of Python, AWS, or log analysis is advantageous, it is not mandatory for the Technical Support Engineer position. What’s more important is your strong analytical and troubleshooting capabilities to resolve technical issues and support client needs efficiently.

The hiring process for the Technical Support Engineer position consists of several stages: a 30-minute introductory interview with the Talent Acquisition Partner, a deep-dive interview with the Head of Technical Operations, a team fit interview with the technical support team, and a final session with the Head of Talent Acquisition for alignment.

Highlight specific situations where you've resolved technical issues. Share how you interacted with clients, documented the issues, and the troubleshooting steps you took to achieve a resolution. Emphasize the importance of clear communication and customer satisfaction.

Discuss your time management skills and how you assess urgency versus importance. Offer examples of systems or methods you've used in the past, such as ticketing systems, to ensure that no client request is overlooked while providing timely responses.

Mention any specific ticketing systems you have experience with, like Freshdesk, as well as your familiarity with industry processes such as SEPA or SWIFT. Highlight your technical aptitude and willingness to learn new tools as well.

Explain your process for handling such situations, emphasizing patience, communication, and the importance of keeping clients informed while you investigate. It's key to show your commitment to customer service, even in challenging circumstances.

Share a specific example detailing the challenges faced, the steps you took to investigate and resolve the issue, and the impact it had on the customer or the business. This will demonstrate your analytical skills and problem-solving abilities.

Discuss your approach to documentation, including the tools you use, the level of detail you provide, and how you ensure that your documentation is accessible to other team members. This not only showcases your organizational skills but also your dedication to a collaborative work environment.

Express your comfort level and experience in conducting technical investigations. Mention any relevant tools or methodologies you've used and explain how you would approach analyzing transaction statuses to resolve client inquiries.

Articulate the critical elements of excellent customer service, such as active listening, empathy, timely responses, and clear communication. Providing solutions promptly while managing expectations is key to customer satisfaction.

Share your methods for continuous learning, whether through online courses, industry publications, or networking with professionals. Emphasizing your commitment to personal development will show your passion for the field.

Articulate your interest in the company and how the role aligns with your skills and career goals. Highlight specific aspects of the company culture or projects that excite you, showing that you've done your research.