Job DescriptionTechnical Support Engineers ensure that our Wise Platform enterprise partners get a rapid, highly effective response when issues arise. Whether it is answering complex questions about the behavior of an API or acting as the first responder for a major system incident, you are the technical anchor for our partners.
We are looking for a Technical Support Engineer to join our Integration Success Team and scale our servicing capabilities for the Wise Platform in North America. You will be part of a global, 24/5 team-spanning Austin, Tallinn, and Singapore-dedicated to maintaining the highest quality and reliability for our partners' technical integrations.
Your Mission:- Multi-Channel Troubleshooting: Support our enterprise API customers across email, chat, phone, and video conferencing, jumping in to resolve critical issues in real-time.
- Technical Deep-Diving: Develop a deep expertise in Wise API and SWIFT products. You will independently test and debug REST APIs, interpret system logs, and query databases to trace issues back to their source.
- Incident Response: Act as the calm, decisive first responder during major technical incidents, navigating high-severity escalations while coordinating with global engineering and commercial teams.
- Knowledge Sharing: Capture trends in partner issues and feed this data back to our product and engineering teams to drive proactive platform improvements.
- Cross-Functional Collaboration: Work alongside global teams to ensure Wise Platform partners have a seamless integration experience and industry-leading assistance.
Qualifications- Experience: You have 4+ years of experience in a Technical Support Engineering role within a complex, enterprise-level environment.
- Technical Chops: You are highly confident in testing and debugging REST APIs, interpreting logs, and querying databases. (Basic knowledge of programming languages like Python or JavaScript is a strong plus).
- Multi-Channel Communication: You are comfortable and articulate when supporting enterprise clients via email, chat, and live phone/video calls.
- Incident Management: You are cool under pressure. You have experience handling high-severity incidents, managing multiple priorities, and setting clear expectations with stakeholders during outages.
Additional Information- Schedule Flexibility: You are comfortable working a standard 9-to-5 schedule that includes a once a month on-call rotation for weekend and holiday coverage.
- Location: You are located in (or willing to relocate to) the Austin, Texas area.
- Work Authorization: You must be legally authorized to work in the United States. Please note that Wise cannot provide future visa sponsorship (e.g., H-1B, Green Card) for this position.
