Associate Technical Support Analyst

Join to apply for the Associate Technical Support Analyst role at Trustly.

At Trustly, we're on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. We're revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

We've grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. We are a diverse team that spans over 30 nationalities, with regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden. Our work-from-anywhere policy enables flexibility while staying connected to our global team.

We are an Equal Opportunity Employer and do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. We hire based on qualifications, merit, and business need.

The Tier 2 team provides technical services externally to merchants and internally to other Trustly teams (Business Operations, Risk, Integrations, Customer Success, Product). Services include investigation and resolution of queries, real-time merchant technical escalations, and technical developer support. The team manages incidents following ITIL best practices and works to improve internal and external documentation, develop internal tools, and provide 24/7 support in an on-call rotation.

• SME on resolution of Complex Incidents (escalations)
• Post Incident Review (PIR) Support as SME
• Advanced Technical Support (Log Analysis and Diagnostics) for internal/external audiences
• Escalation to Tier 3 (Engineering and SRE) on support requests and incidents
• Create and maintain log of Issues and resolutions
• Proactive Identification of Trends and Issues
• Knowledge base articles creation and maintenance
• Internal Training and knowledge sharing
• Customer Communication on Support requests as necessary
• Testing and Validation of fixes for bugs identified on support requests
• Change Management internal notifications
• New feature consultancy as SME to Product team
• On-call rotation
• External notifications (mass or individual) per request

• Excellent English skills (written and verbal)
• Ability to develop simple solutions using Java or C#, JavaScript, HTML and database queries
• Experience with RESTful API calls
• Ability to debug and investigate issues raised by merchants and Trustly's teams
• Knowledge of AWS Cloud Computing, Salesforce Service Cloud and database queries
• Willingness to work on on-call rotation (including night shifts, weekends and holidays)
  • Plus, ideally:
  • Previous knowledge of mobile platforms
  • Previous experience in cloud software development
  • Previous knowledge of payments services
  • ITIL knowledge and/or certification
  Our perks and benefits
  • Bradesco health and dental plan, for you and your dependents, with no co-payment cost
  • Life insurance with differentiated coverage
  • Meal voucher and supermarket voucher
  • Home Office Allowance
  • Wellhub – access to spaces for physical activities and online classes
  • Trustly Club – discounts at educational institutions and partner stores
  • English Program – online group classes with a private teacher
  • Extended maternity and paternity leave
  • Birthday Off
  • Flexible hours/Remote-first culture in Brazil
  • Welcome Kit with equipment; options to purchase
  • Annual premium bonus based on KPIs and performance
  • Referral Program

We are committed to building an inclusive environment and encourage you to apply.

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology