Associate Technical Support Analyst

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November 5

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Trustly

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Fintech • Finance • eCommerce

Trustly is a leader in Open Banking solutions, providing a cohesive suite of financial and payment products designed to modernize payments, reduce costs, and mitigate risk. The company focuses on delivering secure, low-cost payments and seamless financial services through industry-leading connectivity, offering services such as instant payouts, customer onboarding, risk assessment, and real-time account verification. Trustly serves a variety of industries, including billers, eCommerce, financial services, and gaming, leveraging high-quality, bank-validated financial data to enhance user experiences. Their solutions are tailored to enterprise needs, aiming to improve acceptance rates, minimize processing costs, and prevent fraud risk.

- employees

Founded 2008

💳 Fintech

💸 Finance

🛍️ eCommerce

📋 Description

• Subject Matter Expert (SME) for resolving complex incidents (escalations). • Support Post-Incident Reviews (PIR) as SME. • Provide advanced technical support (log analysis and diagnostics) for internal and external stakeholders. • Escalate support requests to Tier 3 (Engineering and SRE). • Escalate incidents to Tier 3 (Engineering and SRE). • Create and maintain a log of issues and their resolutions. • Proactively identify trends and recurring issues. • Create and maintain knowledge base articles. • Deliver internal training and share knowledge across teams. • Communicate with customers regarding support requests when necessary. • Test and validate bug fixes identified during support requests. • Issue internal Change Management notifications. • Act as SME for new feature consultations with the Product team. • Participate in on-call rotation. • Send external (mass or individual) notifications upon request.

🎯 Requirements

• Excellent English communication skills (written and verbal). • Ability to develop simple solutions using Java or C#, JavaScript, HTML, and database queries. • Experience performing RESTful API calls. • Ability to debug and investigate issues reported by merchants and Trustly teams. • Familiarity with Trustly-adopted technologies: AWS, Salesforce Service Cloud, and database queries. • Willingness to participate in an on-call rotation (including night shifts, weekends, and holidays). • Plus, ideally: • Previous experience with mobile platforms. • Previous experience in cloud software development. • Previous experience with payment services. • ITIL knowledge and/or certification.

🏖️ Benefits

• Bradesco health and dental plan for you and your dependents with no co-payment cost. • Life insurance with enhanced coverage. • Meal voucher and supermarket voucher. • Home Office allowance. • Wellhub — platform providing access to physical activity spaces and online classes. • Trustly Club — discounts 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 — remote-first culture; you can work from any city in Brazil. • Welcome kit — Apple equipment (MacBook Pro, iPhone) and additional perks. Note: equipment may be purchased by employees under internal criteria. • Annual bonus — eligibility for a discretionary annual premium based on company KPIs and individual performance. • Referral program — receive a reward if a referred candidate is hired.