Associate Technical Support Analyst

WHO WE ARE

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. This mission drives everything we do.

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.

Fueled by this purpose, 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. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

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.

Now is the perfect time to join us and help accomplish our mission. If you're inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we'd love to hear from you

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
• Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences
• Escalation to Tier 3 (Engineering and SRE) on support requests
• Escalation to Tier 3 (Engineering and SRE) on 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 (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
• On Call rotation
• External (mass or individual) notifications per request

Who you are:

• Excellent English skills (written and verbal)
• The candidate must be able to develop simple solutions using Java or C#, JavaScript, HTML and database queries
• The candidate must know how to do RESTful API calls
• The candidate must be able to debug and investigate issues raised by merchants and Trustly's teams
• Knowledge of other Trustly adopted technologies: 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 - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• English Program - Online group classes with a private teacher;
• Extended maternity and paternity leave;
• Birthday Off;
• Flexible hours/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 KPIs and individual performance;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that

Check out our Glassdoor or our Brazil Life page on LinkedIn 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 Employer and believe an open and inclusive environment enables people to do their best work.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.