Technical Support Engineer

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

We recently solidified our initial presence in Bengaluru. In this new office we are looking to build highly skilled and autonomous teams that drive innovation and out-of-the-box thinking, all while working together with teammates worldwide to create real change on a massive scale.

Technical Support Engineer, Technical Support

As a Technical Support Engineer, based in Bengaluru, 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.
• Will manage a queue of live tickets with a target resolution of a minimum of eight cases per day across a variety of complexities. 
• Providing first in class service which will be analysed via CSAT and regular QA of engineers tickets. 

Who you are

• You are an experienced Tech Support Engineer / Product Support Engineer / Technical Solutions Engineer with a minimum of 3 years experience. 
• 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
• Must be willing to travel globally where required.
• Will be expected to work weekends and evenings as part of a rotational shift basis. 

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.