As a Technical Support Engineer, based in Singapore, you will be part of a team that operates as a key point of contact with Adyen’s merchants across the globe. You will work directly with a variety of other Adyen teams across the technology, commercial and operational sphere to deliver the merchant support model. The service Adyen Technical Support team provides to the merchant has a direct impact on their ability to take payments and further grow their business.
You will be an extremely merchant-focused, highly motivated individual that thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate across time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants and our internal teams.
What you’ll do
- Provide our customers with the help and instruments they need for them to successfully accept payments globally
- Be a key source of knowledge on the Adyen platform, products, APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices
- Support merchant technical personnel, leveraging knowledge and expertise to troubleshoot technical problems and create the best possible merchant experience
- Advise merchants regarding the best implementation practices and also addressing specific merchants’ issues
- Serve as a feedback loop for the organisation, gathering merchant’s feedback, evaluating merchant needs, and communicating these to product and management personnel
- Providing first in class service which will be analysed via CSAT and regular QA of engineers tickets
Who you are
- You are an experienced Technical Support Engineer/Technical Solutions Consultant
- You love to provide technical assistance to merchants and troubleshooting via phone, web-based tools and email
- You are capable of making quick, informed decisions under pressure while prioritising tasks based on urgency
- You’re creative and innovative, have strong problem-solving capabilities and are able to adapt to new processes and procedures quickly while dealing with many varied technical requests
- You're able to or have a keen interest in writing scripts: SQL, JavaScript, Python or Java code
- You’re able to solve problems by identifying issues via inferring from complex data sets or reading application or hardware logs
- You're a team player who takes responsibility for tasks and you enjoy working independently
- Experienced in collaborating with globally distributed, multicultural teams, with a deep understanding of cultural nuances
- You like going the extra mile to ensure customer satisfaction and delight
- You have strong written and verbal communication skills in English; other languages would be a bonus
- Open to international travel as needed