Technical Support Engineer

About Thunes
Thunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies.

Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.

Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally.

Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit:

Context of the role
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. Furthermore, we provide essential support to our engineering teams, helping them to effectively detect and solve highly complex technical challenges. Beyond immediate troubleshooting, 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:

• Will investigate discrepancies on treasury team that are related with technical roots

• Monitoring and improving our service

• Proactively monitor the integrity and health of our payment platform, overseeing various batches and processes.

• Identify and track issues detected through monitoring, analyze recurring problems, and propose long-term systemic solutions and automation opportunities to enhance platform robustness.

• Technical investigation

• Provide timely and effective technical support to partners via the Zendesk platform, addressing daily operational inquiries and challenges. "

Skills/Qualifications
Technical Expertise:

• Knowledge in data manipulation using SQL queries and file handling.
• Ability to read and comprehend code (e.g., for troubleshooting and understanding 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 processes.

Problem-Solving & Analytical Skills

• Proven ability to analyze and investigate complex technical issues, implementing effective detection and resolution strategies.
• Strong capacity to dive into intricate business problems and translate them into technical investigations.
• A track record of setting up and utilizing monitoring indicators to ensure system health and performance.
• Ability to precisely define needs for control mechanisms, industrialization, and automation.

Organizational & Interpersonal Skills

• Exceptional organizational skills with the ability to set up and maintain systematic follow-up processes for controlled elements (e.g., reporting, spreadsheets).
• Demonstrate flexibility and a proactive approach to evolving needs and a rapidly changing FinTech environment.
• Excellent communication skills, both written and verbal, for interacting with partners and internal teams (implied from Zendesk interactions).

Sound like you? Apply now