Senior Technical Support Engineer
Job Summary
Job Description
Nium, a leader in real-time global payments, is seeking a Senior Technical Support Engineer to join their Tech Support team. The role involves resolving technical issues for users across software, hardware, and network systems. Responsibilities include troubleshooting, offering solutions, escalating complex cases, and managing support requests through ticketing systems. The ideal candidate will have strong problem-solving skills, excellent communication, and a solid understanding of technical systems to ensure user productivity. The team utilizes tools like Kibana, Nagios, and CloudWatch to maintain high system availability.
Must have:
- 5-7 years supporting production applications on AWS or other cloud platforms.
- Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases.
- Willing to work in day/night shifts.
- Understanding of troubleshooting and monitoring microservice and serverless architectures.
- Working knowledge of containerization technology and orchestration platforms (Docker, Kubernetes).
- Experience in build and deploy automation tools (Ansible/Jenkins/Chef).
- Experienced in release, change, incident, and problem management.
- Familiar with server log management tools (ELK, Kibana).
- Ability to diagnose and troubleshoot technical issues.
- Ability to proactively identify issues using log monitoring.
- Experienced in monitoring tools, frameworks, and processes.
- Excellent interpersonal skills.
- Experience with case-handling tools (Freshdesk, Zendesk, JIRA).
- Skilled at triaging and root cause analysis.
- Ability to provide step-by-step technical help.
Good to have:
- Certification in ITIL, COBIT, or Microsoft Operations Framework.
- Experience with scripting languages or shell scripting for task automation.
Perks:
- Competitive salaries
- Performance bonuses
- Sales commissions
- Equity for specific roles
- Recognition programs
- Medical coverage
- 24/7 employee assistance program
- Generous vacation programs
- Year-end shutdown
- Flexible working/hybrid working environment (3 days per week in office)
- Role-specific training
- Internal workshops
- Learning stipend
- Company-wide social events
- Team bonding activities
- Happy hours
- Team offsites
19 skills required
Job Details
Nium, the Leader in Real-Time Global Payments
Nium, the global leader in real-time, cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders.
Its payout network supports 100 currencies and spans 220+ markets, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 35 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore.
About the Team:
Tech Support team’s goal is to offer better customer service and manage anything that happens in a live/production environment. Nium is one of the beasts to use all the latest tools for support functions. Tools like Kibana, Nagios, and cloud watch enable us to have greater visibility of our services offered to clients and eventually makes our system available round the clock, our uptime is always greater than 99.95%.
About the Role:
As part of Tech support team, you will be responsible for resolving technical issues faced by users, whether related to software, hardware, or network systems. They troubleshoot problems, offer solutions, and escalate complex cases to specialized teams when necessary. Using ticketing systems, they manage and prioritize support requests to ensure timely and effective resolutions. This role requires strong problem-solving abilities, excellent communication skills, and a solid understanding of technical systems to help users maintain productivity.
Key Responsibilities:
- Based on customer insights and channel performance data, develop and execute on a content roadmap that engages key personas at each point in the customer journey, from top-funnel acquisition to nurture and ongoing customer education, both on Nium offerings as well as the industry.
- Build, develop and manage a high-performing team and culture to achieve breakthrough results; exceptionally high standards and holds self and others accountable.
- Generating editorial ideas and concepts.
- Work with regional Growth Marketing teams to ensure content development aligns with funnel-building objectives for each target segment.
- Measure the impact of our content strategy as well as the performance of individual assets and proactively refine our resource allocation and prioritization accordingly.
Requirements:
- 5-7 yrs experience in Supporting production applications on AWS or other cloud platforms.
- Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases.
- Willing to work in day/night shifts.
- Understanding of troubleshooting and monitoring microservice and serverless architectures.
- Working knowledge of containerization technology and various orchestration platforms. e.g., Docker, Kubernetes etc. for troubleshooting and monitoring purposes.
- Experience in build and deploy automation tools (Ansible/Jenkins/Chef).
- Experienced in release and change management, incident, and problem management both from a technology and process perspective.
- Familiar with Server log Management with tools like ELK, and Kibana.
- Certification in ITIL, COBIT or Microsoft Operations Framework would be an added plus.
- Experience with Scripting languages or shell scripting to automate daily tasks would be an added plus.
- Ability to Diagnose and Troubleshoot Technical Issues.
- Ability to work proactively to identify the issue with the help of log monitoring.
- Experienced in monitoring tools, frameworks, and processes.
- Excellent interpersonal skills.
- Experience with one or more case-handling tools like: Freshdesk, Zendesk, JIRA.
- Skilled at triaging and root cause analysis.
- Ability to provide step-by-step technical help, both written and verbal.
What we offer at Nium
We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.
We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible working hybrid working environment (3 days per week in the office).
We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend
We Constantly Innovate: Since our inception, Nium has received constant recognition and awards for how we approach both our business and talent opportunities.
We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!
We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.
For more information visit www.nium.com
Depending on your location, certain laws may regulate the way Nium manages the data of candidates. By submitting your job application, you are agreeing and acknowledging that you have read and understand our Candidate Privacy Notice located at www.nium.com/privacy/candidate-privacy-notice.
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