Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.

Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.

Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.

Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.

Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.

Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.

Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.

Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.

Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.

Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.

Typically 7–10 years of experience in Technical Support, IT, or a related technical field.

High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.

Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.

Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.

Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.

Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.

Experience working in a B2B Fintech SaaS environment

Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.

Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.

Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).

Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.

Familiarity with session replay or log analysis tools for debugging customer issues.

Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.

Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.

Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).