Technical Support Engineer

About Thunes

Thunes is a global, fast-growing, and innovative Fintech scale-up that uses technology to disrupt and transform the existing financial system.

We have a strong Mission: to create a better global payments network, and a great Purpose: to connect the world to economic opportunities and address systemic inequality when it comes to financial services.

We are proud to power payments for the world’s fastest-growing businesses and work with some of the amazing global brands - from Gig Economy giants such as Uber and Deliveroo and Southeast Asia's super-app Grab, to global Fintech leaders such as PayPal and Remitly. 

Our Products help to drastically simplify the Payment integration experience for our customers: with a single, simple connection, businesses and consumers can send payments to – and get paid in – every corner of the world. Instantly. 

Thunes is headquartered in Singapore with regional offices in London, Barcelona, Paris, Beijing, Shanghai, Miami, San Francisco, Dubai, Nairobi, Manila and Hong Kong.

Context of the role

Here at Thunes we firmly believe that a sales team is what brings us new partner, but it is our support and service teams that make the relationship a long term one.

We also believe that our Support Team is the foundation for our growth to provide the engineers and developers of the future meaning this could not only be your next job, but the one after that as well.

You will probably want to know what is involved.

If you have worked within a busy, customer focused applications support environment before, you know what it takes. Keep the customer happy, find a suitable solution, manage escalations correctly, document everything and ensure incidents do not become problems.

You will be part of a small but efficient team, currently in its growing phase. We will be implementing the “follow the sun” support process ensuring all our partners can remain connected through our API’s and making sure that we keep our goal of “Making payments accessible to all”. Integrating high volumes of global partners to ensure a constant connection means that no two days are the same and that “Business as Usual” is fortunately a rare occurrence.

If you are wondering if you need qualifications, don’t worry, your personality is more important than your exam results – we hire people not profiles. If you already know your way around Kibana and Grafana, that will help. If not, we provide training for those who have the right traits and a desire to learn.

Day to day tasks:

• Troubleshoot and respond to customer issues and provides timely updates and resolutions to customers according to SLA processes
• Investigates application errors and escalates critical issues to relevant parties until service restoration
• Monitor systems and applications by reacting to system alerts
• Diagnoses issues using log files and other relevant tools
• Works alongside other L2 engineers globally to form a follow-the-sun support model
• Work closely with cross functional teams to support operational processes
• Proactively conduct investigations on improving the Quality of Service we provide to customers
• Work with external partners to resolve issues affecting service quality
• Identifies potential issues and suggest corrective actions
• Constantly seeks to improve network availability and support processes
• Provide excellent customer experience and ensure that resolution is provided to every issue
• Participate in on-duty rotation during weekends and public holidays when needed

The traits that make you stand out:

We love to work with people who are passionate about the FinTech industry, clearly enjoy supporting partners and want to not only work in but help shape a disruptive, rapidly growing and exciting environment. Further to this you will need the following

• You will have a close relationship with our partners and business development teams to expand our coverage & services
• A collaborative approach - support internal teams with operational processes and new solutions
• A solution focused, continuous improvement mindset
• The ability to be independent and proactive - willing to get things done

What we are looking for (ideally):

• Experience of providing hands on Applications Support in a client facing environment with strong troubleshooting, analytical & diagnostic skills
• Prior experience working in terminal/SSH in a Linux environment
• A demonstrable ability to read & understand log files
• The ability to work effectively, multi-task, in an agile environment and take responsibility in challenging situations
• Proven experience of using tools such as Kibana, Grafana & Prometheus
• A keen desire to learn and develop new skills and styles of working
• Analytical mindset with problem solving skillset
• Though not essential previous experience within technical operations for companies in Banking, Finance &/or Payments is advantageous 

Sound like you? Apply now!