Associate Technical Support Analyst

The Tier 2 team provides technical services externally to merchants and internally to other Trustly teams such as Business Operations, Risk, Integrations, Customer Success, and Product. This will include services such as investigation and resolution of queries and real-time merchant technical escalations, as well as technical developer support. The team also manages incidents, proactively and reactively, following ITIL best practices. Services will also include work on improving internal and external documentation, developing internal tools to support daily activities and provide support 24/7 in on call rotation.

• SME on resolution of Complex Incidents (escalations).
• Post Incident Review (PIR) Support as SME.
• Advanced Technical Support (Log Analysis and Diagnostics) internal / external audiences.
• Escalation to Tier 3 (Engineering and SRE) on support requests.
• Escalation to Tier 3 (Engineering and SRE) on incidents.
• Create and maintain log of Issues and resolutions.
• Proactive Identification of Trends and Issues.
• Knowledge base articles creation and maintenance.
• Internal Training and knowledge sharing.
• Customer Communication (if necessary) on Support requests.
• Testing and Validation of Fixes of bugs (identified on support requests).
• Change Management internal notifications.
• New feature consultancy as SME to Product team.
• External (mass or individual) notifications per request.

• Excellent English skills (written and verbal).
• Ability to develop simple solutions using Java or C#, JavaScript, HTML and database queries.
• Knowledge of how to do RESTful API calls.
• Ability to debug and investigate issues raised by merchants and Trustly's teams.
• Knowledge of other Trustly adopted technologies: AWS Cloud Computing, Salesforce Service Cloud, and Database queries.
• Willingness to work on a rotation (including night shifts, weekends, and holidays).
• Previous knowledge of mobile platforms (plus).
• Previous experience in cloud software development (plus).
• Previous knowledge of payments services (plus).
• ITIL knowledge and/or certification (plus).

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
• Life insurance with differentiated coverage;
• Meal voucher and supermarket voucher;
• Home Office Allowance;
• Wellhub - Platform that gives access to spaces for physical activities and online classes;
• Trustly Club - Discount at educational institutions and partner stores;
• English Program - Online group classes with a private teacher;
• Extended maternity and paternity leave;
• Birthday Off;
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil;
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!;
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!;