Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience. As a Technology Support I team member in the Payments Solution Center group, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience. This group provides 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role, you will serve as a primary support contact for Latin America based internal and external clients utilizing various digital channels, file delivery and Application Program Interface based services for both transaction initiation and reporting. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business.

Job responsibilities

Manage interactions with business partners at all levels across multiple lines of businessTroubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operationsAssist in the improvement of operational stability and availability through participation in problem managementAssist in monitoring production environments for anomalies and address issues using standard observability toolsIdentify and document basic issues and potential solutions for business and technology stakeholdersSupport the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processesBe flexible to work in a 24/7 work environment, across various shifts, and US holidays where supported LATAM markets are open.

Required qualifications, capabilities, and skills

1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services1+ years of Customer Service experienceFamiliarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloudAbility to effectively manage operational risk through adherence to established procedures and controls

Preferred qualifications, capabilities, and skills

Portuguese language skills strongly preferredTechnical support experienceExposure to one or more general-purpose programming languages or automation scriptingExposure to Information Technology Infrastructure Library (ITIL) frameworkEffective analytical and complex problem-solving skills