Technical Customer Support (B2B)

Salt Edge is a global fintech company that builds API solutions to empower financial innovation. We're trusted by banks, lenders, and fintechs in over 50 countries to connect users with their financial data securely and intelligently.

We are seeking a detail-oriented and enthusiastic Technical Customer Support (B2B) professional to join our IT team. In this role, you will play a crucial part in providing daily technical support to our clients and partners and ensuring the smooth operation of the products we deliver.

Why join our team? We offer you:

• Growth opportunities, a clear development plan, and an expert mentor to help you get started;
• Full training and peer-to-peer feedback every step of the way;
• Private Medical Plan;
• Periodic internal presentations (e.g., technical, business, HR-related);
• Possibility of hybrid;
• Flexible shifts;
• Lunches, tasty days & snacks;
• Half a day off on your birthday;
• Gym compensation;
• Regular team events and corporate traditions;

Key Responsibilities:

• Provide technical assistance to clients and partners through a dedicated support channel, ensuring prompt, professional, and effective communication.
• Manage support tickets by creating, monitoring, updating, and closing them in accordance with department policies and quality standards.
• Investigate and troubleshoot technical issues, identifying potential causes and providing appropriate solutions or workarounds.
• Escalate tickets to higher support levels or relevant IT departments when necessary.
• Oversee escalated issues, ensuring they are properly documented, followed up on, and resolved while maintaining high-quality standards.
• Ensure adherence to SLA requirements and contribute to optimizing ticket management and support performance.
• Continuously expand product knowledge by participating in technical sessions with Product and Development teams.
• Engage in product testing to support debugging, issue investigation, and resolution.
• Maintain accurate and up-to-date documentation of technical issues, troubleshooting steps, and resolutions.

Requirements:

• Experience: 2–3 years of hands-on experience in technical IT support, preferably in a Tier 2 support environment.
• Technical Knowledge: Strong understanding of APIs, internet protocols, and technical troubleshooting.
• English Proficiency: Minimum B2 level, with advanced written communication skills suitable for a professional B2B environment.
• Problem-Solving Skills: Excellent analytical and troubleshooting abilities with keen attention to detail.
• Communication Skills: Ability to communicate technical information clearly and professionally to clients, partners, and internal teams.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple support requests.
• Continuous Learning: Strong self-development skills and eagerness to expand technical and product knowledge.
• Preferred Skills: Experience with Jira and Kibana is a plus.

If this sounds like the perfect opportunity for you, we’d love to hear from you! Apply today!