Associate Technical Support Analyst

1 hour, 41 minutes ago
Full-time
Junior
Software Development
Trustly

Trustly

Trustly specializes in developing and providing online payment solutions that leverage Open Banking technology to enhance payment processes, reduce costs, and streamline financial services for consumers, merchants, and banks.

Diversified Financial Services
251-1K
Founded 2008

Description

  • Act as subject matter expert for resolving complex incidents and support escalations.
  • Provide advanced technical support through log analysis and diagnostics for internal and external audiences.
  • Escalate support requests and incidents to Tier 3 Engineering and SRE teams when needed.
  • Create, maintain, and analyze logs of issues and resolutions to improve support handling.
  • Identify recurring trends and issues proactively to prevent future incidents.
  • Create and maintain knowledge base articles and support documentation.
  • Deliver internal training and knowledge sharing to improve team capabilities.
  • Communicate with customers or merchants about support requests, incidents, and notifications when necessary.
  • Test and validate fixes for bugs identified through support requests.
  • Support change management notifications and consult on new features for the Product team.

Requirements

  • Excellent written and verbal English skills.
  • Ability to develop simple solutions using Java or C#, JavaScript, HTML, and database queries.
  • Ability to perform RESTful API calls.
  • Ability to debug and investigate issues raised by merchants and Trustly teams.
  • Knowledge of AWS Cloud Computing, Salesforce Service Cloud, and database queries.
  • Willingness to work on a rotation that includes night shifts, weekends, and holidays.
  • Previous knowledge of mobile platforms is preferred.
  • Previous experience in cloud software development is preferred.
  • Previous knowledge of payment services is preferred.
  • ITIL knowledge and/or certification is preferred.

Benefits

  • Bradesco health and dental plan for you and your dependents with no co-payment.
  • Life insurance with differentiated coverage.
  • Meal voucher and supermarket voucher.
  • Home office allowance.
  • Wellhub access for physical activities and online classes.
  • English program with online group classes and a private teacher.
  • Extended maternity and paternity leave.
  • Birthday off.
  • Flexible hours with a remote-first work culture and the ability to work from any city in Brazil.

Interested in this position?

Apply directly on the company website

Apply Now

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