API Integration Support Lead

Company Description

Your Mission At Wise, we are fully devoted to our Mission: Money without borders. Instant, convenient, and eventually free. Over 16 million people and businesses use Wise, which processes over £9 billion in cross-border transactions every month, saving customers over £1.5 billion a year. We serve a wide range of customers from personal users, freelancers, small businesses and increasingly even to large enterprises and banks. Wise also offers over 50 currencies for customers to hold and convert money in. As an Associate Product Manager joining the Product Academy, you will be placed in one of our teams that both power Wise and ensure our customers have a safe and convenient experience when using us. You will get to build your skills in Product Management through a tailored learning program in combination with executing on real problems. After your successful graduation from the Product Academy, you will transition into a full-time member of the Wise Product team!

Job Description

As the lead for Wise’s Integration Support engineering team, you’ll look after a global team of engineers whose main focus is ensuring that Wise API integrations get an industry-leading level of assistance when they need it. You’ll work with Wise Platform banks and enterprise partnerships, Open Banking providers, and self-onboarded API users. They all depend on rapid and dedicated support: from general questions about the behaviour of an API or webhook, to acting as a first-responder for a major incident.

Your role is to scale a dedicated team of support engineers, and drive the function towards a minimal technical support SLO for the Wise public API: your primary focus will be on response and resolution times to raised issues, alongside measuring and improving the quality of support the team provides our API users.

The Challenge

• You’ll enable robust always-available coverage to support critical incidents impacting Wise Platform partners; coordinating a follow-the-sun global team during business hours, and an emergency on-call response over weekends.

• You’ll be responsible for the health of the technical support function; coaching and mentoring your team and providing feedback on their approach, helping them make data-driven decisions, and helping them identify and solve the challenges they experience in their role.

• You’ll develop a deep expertise in the Wise API products and capabilities, and solid understanding of how Wise Platform partnerships have integrated with the solution. You’ll collaborate with teams across the Wise Platform and Open Banking products to do that - and you’ll help ensure that every engineer can support every API integration.

• You’ll own and improve upon how we work, planning and delivering upon improvements to tooling, processes, and skills across the function.

About You

• You’ve led a technical support or servicing team, are familiar with common support tooling and terminology, and have experience building rapid support response teams.

• You’re comfortable supporting a global team remotely, and are willing to travel internationally to work with team members regularly in person.

• You’re confident in testing and debugging REST APIs, interpreting logs, and querying databases.

• You’ll be comfortable with some regular out-of-hours on-call over weekends.

• You’re cool under pressure, and can navigate and handle the response to several high-severity incidents at once. You’ve got experience managing major tech incidents.

• While this isn’t a developer role, some experience in coding is helpful - you’ll have a basic knowledge of some programming languages like Python or Java.

We can only consider candidates, who are already based in Estonia, as we are unable to provide relocation support for this role. 

#LI-AT1 #LI-HYBRID

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.