Associate Technical Support Analyst

**WHO WE ARE**
- The Trustly Americas team combines PayWithMyBank, a 2012 Silicon Valley startup, with Trustly AB of Sweden, following their 2019 merger. Our team represents 30 nationalities, serving 8,300 merchants, connecting to 650 million consumers, and 12,000 banks across 33 countries. Our global network processes over $42 billion annually.

Our digital account-to-account platform redefines the speed, simplicity, and security of payments. Consumers pay for purchases by simply signing into their bank accounts, bypassing the card networks, and never leaving a merchant’s site or app - no credit card numbers or separate account setup necessary. With offices in Vitoria, Brazil, Silicon Valley in the US, and global headquarters in Stockholm, Sweden, we are a culturally diverse team. Across Brazil, we have embraced remote work from home policy.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

It’s a great time to join Trustly as the Americas team is growing fast. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out

**About the team**:
The Tier 2 team provides technical services externally to merchants and internally to other Trustly teams such as Business Operations, Risk, Integrations, Customer Success, and Product. This will include services such as investigation and resolution of queries and real-time merchant technical escalations, as well as technical developer support. The team also manages incidents, proactively and reactively, following ITIL best practices. Services will also include work on improving internal and external documentation, developing internal tools to support daily activities and provide support 24/7 in on call rotation.

**What you will do**:

- SME on resolution of Complex Incidents (escalations).
- Post Incident Review (PIR) Support as SME.
- Provide Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences.
- Escalate support requests and/or incidents to Tier 3 (Engineering and SRE).
- Create and maintain log of Issues and resolutions.
- Proactively Identify Trends and Issues.
- Create and maintain knowledge base articles.
- Train and share knowledge.
- Customer Communication (if necessary) on Support requests.
- Testing and Validation of Fixes of bugs (identified on support requests).
- Change Management internal notifications.
- New feature consultancy as SME to Product team.
- External (mass or individual) notifications per request.
- On Call rotation.

**Who you are**:

- Excellent English skills (written and verbal).
- Experience in developing simple solutions using Java or C#, JavaScript, HTML and database queries.
- Experience with RESTful API calls;
- Experience in debugging and investigating issues raised by merchants and Trustly's teams.
- Knowledge of AWS Cloud Computing, Salesforce Service Cloud and Database queries (Trustly adopted technologies);
- 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.
- Gympass - Platform that gives access to spaces for physical activities and online classes.
- Trustly Club - Discount at educational institutions and partner stores.
- Monthly happy hours with iFood coupon.
- English Program - Online group classes with a private teacher.
- Extended maternity and paternity leave.
- Birthday Off.
- Home Office - our culture is remote-first You can work in every city in Brazil.
- Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats Spoiler alert: Equipment can be purchased by you according to internal criteria
- Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPI's and individual performance.

LIRemoteCheck out our Brazil Life page on Linkedin or our Glassdoor for more details about Brazil, our culture, and much more.

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Emplo