About the Job
Are you ready for a challenge? We’re looking for a proactive Application Support Engineer excited to help scale Ryft, a high-growth fintech start-up.
In this role, you will be the first point of contact for Ryft’s customers, providing essential technical assistance and ensuring our systems remain stable as we grow. We are looking for a candidate with a strong customer-centric mindset who thrives on solving problems and maintaining high standards of system performance.
As a key member of the Engineering team, you will bridge the gap between our customers and our developers, resolving issues and contributing to the overall reliability of our global payments platform.
Responsibilities
* Technical Assistance: Serve as the primary point of contact for customers, providing timely and effective technical support.
* Issue Resolution: Diagnose, troubleshoot, and resolve application issues to maintain system stability.
* Incident Management: Manage ticketing systems (e.g., Freshdesk, Jira) to track issues and ensure consistent communication with users.
* Escalation & Collaboration: Work closely with the engineering team to escalate complex bugs and provide detailed information for resolution.
* Cross-Functional Communication: Collaborate with teams like Sales and Engineering to refine platform features and improve the customer experience.
* Problem Solving: Identify and diagnose performance bottlenecks or failed payment transactions in a cloud-native environment.
Technical Skills Required
* Support Experience: Proven experience in an application support or similar technical support role.
* Analytical Thinking: Strong problem-solving skills with a keen eye for detail when investigating technical discrepancies.
* Communication Mastery: Excellent written and verbal communication skills, with the ability to explain complex issues to non-technical stakeholders.
* Ticketing Systems: Proficiency with tools such as Jira or Freshdesk.
* Customer Focus: A demonstrated customer-centric mindset and a passion for helping users succeed.
Nice to Have
* Fintech Knowledge: Familiarity with the payments industry or financial technology.
* API Knowledge: A basic understanding of RESTful API concepts.
* SRE Familiarity: Experience with Site Reliability Engineering (SRE) principles.
* Cloud Platforms: Knowledge of cloud platforms such as AWS
Why Ryft?
If you’re excited about working in a fast-paced, collaborative environment and want to be part of a team that’s shaping the future of fintech, we’d love to hear from you! We value individuals who are passionate about their craft, thrive in a hybrid work setting, and are ready to take ownership of the support experience for our growing customer base.