Technical Support Engineer

• Identify issues and incidents using the APEXX technical incident matrix
• Perform first-line investigations on technical queries using Grafana, Portals, Quicksight, Snowflake, and technical knowledge
• Identify escalation routes to L2 technical teams or third-party partners
• Support merchant issues and queries through to resolution
• Investigate out-of-hours merchant incidents and internal monitoring alerts
• Trigger incident management processes and escalate to L2 when applicable
• Prepare merchant communications and handle phone communications during incidents
• Communicate during shift handovers and morning stand-ups
• Work closely with Product, Implementations, and Tech teams

• Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment
• Hands-on experience working with APIs
• Experience with ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or similar platforms
• Basic to intermediate SQL skills
• Experience with MySQL, Snowflake, or Postgres databases
• Familiarity with Postman, Excel, Kibana, or Grafana is advantageous
• Comfortable working to SLAs and resolving incidents under pressure
• Ability to conduct thorough first-line investigations and identify technical issues
• Strong written and verbal communication skills
• Strong problem-solving, analytical, and organisational skills
• Willingness to work rotational shifts, including nights and weekends when required

• Competitive compensation
• Annual leave
• Public holidays
• Wellbeing-focused time away from work
• Work remotely from eligible locations for up to 90 days per year, subject to the Work From Anywhere policy
• Comprehensive health insurance
• Personal accident insurance
• Enhanced parental and family-friendly leave policies
• Learning and growth opportunities