Technical Support Engineer

3 weeks ago

Quezon City, National Capital Region, Philippines Thunes Full time
Overview

Based in our vibrant Manila office, you will report directly to the TechOps Team Lead, becoming a vital part of a team dedicated to ensuring the stability, performance, and integrity of our global payment platform. This position offers an exciting opportunity to operate on an international stage, collaborating with household names in the FinTech space, and contribute to a rapidly growing company that is genuinely impacting lives in both developed and emerging markets.

Our TechOps team plays a critical role in maintaining the integrity and performance of our platform. We serve as the key escalation point for L1 and NOC teams, adept at monitoring, detecting, and resolving complex daily operational issues that impact our partners. We provide essential support to our engineering teams, helping them to effectively detect and solve highly complex technical challenges. We are strategically focused on analyzing recurring problems to develop and implement robust long-term solutions and automations, continually enhancing the stability and efficiency of our systems.

Key Responsibilities
  • Assist in complex financial reconciliation investigations; investigate discrepancies on treasury processes related to technical roots.
  • Monitor and improve the integrity and health of the payment platform, overseeing batches and processes.
  • Identify and track issues detected through monitoring; analyze recurring problems and propose long-term systemic solutions and automation opportunities.
  • Provide timely and effective technical support to partners via Zendesk, addressing daily operational inquiries and challenges.
  • Contribute to strengthening platform robustness through technical investigations and continuous improvement initiatives.
Qualifications - Technical
  • Experience with data manipulation using SQL queries and file handling; ability to read and understand code and system logic.
  • Familiarity with API concepts and usage for integration and troubleshooting; experience with SFTP protocols.
  • Knowledge of Jira for issue tracking and project management; basic understanding of financial concepts, settlements, and reconciliation.
Qualifications - Problem-Solving & Analytical
  • Proven ability to analyze and investigate complex technical issues and implement effective detection and resolution strategies.
  • Ability to translate intricate business problems into technical investigations; experience setting up monitoring indicators to ensure system health and performance.
  • Ability to define needs for control mechanisms, industrialization, and automation.
Qualifications - Organizational & Interpersonal
  • Strong organizational skills with the ability to maintain systematic follow-up processes (e.g., reporting, spreadsheets).
  • Flexible and proactive approach to evolving needs in a rapidly changing FinTech environment.
  • Excellent written and verbal communication skills for interacting with partners and internal teams.

Interested candidates who feel they fit these requirements are encouraged to apply.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology

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