Senior Technical Support Engineer (Integrations)

What You'll Do:

- Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.

- Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.

- Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.

- Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.

- Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.

- Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.

- Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

- Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.

- Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.

- Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

- Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.

- Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.

What You'll Bring:

- Typically 7–10 years of experience in Technical Support, IT, or a related technical field.

- High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.

- Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.

- Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.

- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

- Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.

- Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

- Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

- Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.

Nice to Haves:

- Experience working in a B2B Fintech SaaS environment

- Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.

- Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.

- Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).

- Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.

- Familiarity with session replay or log analysis tools for debugging customer issues.

- Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.

- Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.

- Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).