Customer Support Engineer

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Remote/ Hybrid (Edinburgh)- Full Time

About BR-DGE

BR-DGE is an award winning FinTech founded in Edinburgh. Our platform enables e-commerce and technology businesses to have the freedom and flexibility to redefine the way they handle payments.

Since our inception in 2018 we have been leading the way in the future of payment orchestration. Our products enable enterprise businesses to optimise their payment infrastructure and create frictionless digital payment experiences for their end users.

Now with a global reach, our customer base is made up of incredible brands and household names from across the travel, retail and gambling sectors and it’s growing fast! Our world class partners include Visa and Worldpay and we’re continuing to build a strong partner network with the biggest players in the payments industry. It’s an exciting time to be part of BR-DGE!

The journey so far has been incredible, but we’re just getting started and with ambitious growth plans, we’re now looking for more exceptional talent to join our team.

Role: Customer Support Engineer

We are now looking for an experienced Customer Support Engineer to join our established Customer Support team to provide a first-class post go live experience to our growing customer base.

Our Customer Support Engineers are vital for ensuring our customers continue to have a positive experience when using our platform. Carrying out both 1st and 2nd Line support duties, our Customer Support Engineers respond to and take ownership of resolving support issues (escalating as required) within agreed SLAs. In addition, Customer Support Engineers at BR-DGE help customers to integrate with our growing range of products and services.

The role is varied and fast paced and would suit an individual who enjoys both the reactive and pro-active aspects of application support within a scaling FinTech environment.

What you’ll be doing:

  • Provide 1st and 2nd line support to our platform users including investigating, diagnosing, and providing solutions for issues logged.
  • Escalating and working with engineering teams as required to resolve complex issues.
  • Active ticket management: ensuring tickets are assigned the correct priority, all stakeholders are kept informed of status and SLAs are met.
  • Support and provide guidance to customers on integrating into language-agnostic API gateways.
  • Work collaboratively to design and implement onboarding processes to enable the smooth integration of customers onto the BR-DGE Platform
  • Effectively communicate technical issues to both technical and non-technical audiences including platform end users and senior stakeholders.
  • Create and maintain customer friendly technical documentation such as user guides, knowledge base articles and troubleshooting guidelines.
  • Create and send API requests using tools such as Postman.
  • Regular reporting on key support metrics such as volume of customer transactions.
  • Act as an advocate for our customers, identifying areas of improvement within our products and services and sharing insights to internal audiences.
  • Continuously work to expand knowledge and understanding of our customers requirements and their integration choices.

What we’re looking for:

  • At least 2 years’ experience in a similar application/platform support role in a fast-paced software environment
  • Experience in ticket and incident management for Enterprise customers using tools such as JIRA or Zendesk
  • A confident problem-solver experienced in troubleshooting production issues.
  • Basic web development knowledge and experience in using tools such as Postman and cURL.
  • A strong relationship builder who is comfortable challenging and collaborating to find solutions.
  • Excellent verbal and written communication skills with an ability to distil complex concepts into easily understandable terms.
  • Well organised and able to track multiple workflows.
  • A customer centric mindset and approach.
  • A willingness to take on new challenges and pro-actively make improvements.
  • Ability to learn and understand a constantly evolving range of software products and concepts.
  • Background of working in an Agile environment.

What would be great to have:

  • Experience of using Code repository tools such as GitHub or Bitbucket
  • Experience using MySQL and NoSQL for reporting
  • Familiar working with the command line and using SQL and SQL++
  • Knowledge and understanding of the payments industry.
  • Background in a FinTech start-up/scale up environment.

What we offer:

  • Salary of up to £40,000 per annum (dependent on experience).
  • Remote working allowance.
  • 33 days holiday including public holidays.
  • Birthday off.
  • Flexible and remote working.
  • Family healthcare.
  • Life insurance.
  • Employee assistance programme
  • A culture that champions rapid career progression
  • Investment in your learning and development.
  • Regular team events & socials.
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