Curious about the future and captivated by technology? Inquisitive, driven and want to make a difference in the world? You will fit right in.

In 2021 Currencycloud was acquired by Visa; we are somewhere where innovative thinking and the power of technology know no limits. We know that the success of the business depends on the people who keep it moving, which is why we are looking for outstanding talent to join our international payments revolution.

We are open & collaborative, living and breathing our company values:

Be Human, Better Together and Own it.

You're an individual. We're the team for you. Together, let's transform the way the world pays.

What's it all about?

Technical Support is the face of the system to the internal business users. You will need to understand the workflows for both customers and back office users and timelessly debug system issues through incident ownership. When problems are identified these should be logged and regularly discussed with the team to ensure that any shortcomings are addressed. This role will report into the Technical Support lead.

Customer Operations provides continuous 24/7 support, of which Technical Support Analysts are part. This role is shift-based and will require the candidate to contribute to working a two day two night shift pattern. 08:00 - 20:00 and 20:00 - 08:00 with four days off.

What we expect of you, day to day:

• Reply promptly to issues, questions and requests raised ensuring SLAs are met
• Take the responsibility of owning Incidents and leading them through to completion, following the Incident Management process
• Work closely with Customer Operations Specialists and Development and Infrastructure teams to ensure outstanding end-to-end-support
• Proactively contribute to monitoring and alerting solutions
• Locate and investigate bugs, alerts and other issues as they are raised
• Suggest system improvements to reduce the need for manual intervention
• Help maintain a backlog of solutions to problems, collaborating with product teams
• Write and update system and process documentation
• Where vital, build SQL update statements to be issued as change requests

What we’re after…

This position would suit someone who is experienced in a second line support role and has experience with incident management. Being able to confidently speak with different teams and knowledge sets would aid you in this position

All applicants should:

• Be able to work independently and efficiently
• Possess excellent knowledge of SQL, monitoring tools like Datadog, and experience using support platforms such as Zendesk
• Have an understanding of infrastructure and DevOps concepts
• Demonstrate strong team working skills, the ability to handle their workload, and pay meticulous attention to detail
• Be level-headed, showcasing outstanding organisation and prioritisation abilities
• Exhibit superb interpersonal skills, both written and verbal
• Be eager to learn new skills and processes
• Find solutions to emerging problems
• Have a curiosity about the payments, financial services, technology, or FX industry

All your information will be kept confidential according to EEO guidelines.