Technical Support Engineer

Technical Support Engineer 

About Yapily and your new role!

Yapily is on a mission to enable innovative companies to create better and fairer financial services for everyone, through the power of open banking.

In the fast-paced world of FinTech open banking, where innovation meets financial services, we are looking for a new Technical Support Engineer to support clients on our API-driven payment and data products.

We are connected to thousands of banks, across Europe and beyond, and provide real-time, secure access to financial data, enabling our customers to build the next generation of financial products and services. Your role will be to deliver exceptional technical customer support finding ways to uplevel and enhance our processes and tooling to deliver faster and better solutions to meet both our customer needs and our strategic goals. 

You will have a strong focus on business & customer needs, but also be technically minded, and have the ability to communicate effectively technical analysis findings. You will be working across our product portfolio allowing you to learn and become a recognized expert in our product offering. You will be flexible and eager to learn, embracing new challenges with enthusiasm and a readiness to engage to support our customers.

Join us in shaping the future of open banking, and making a real impact in the financial industry.

Learn more: https://www.yapily.com/company/about-us

• Provide technical guidance to customers on our products.
• Liaising with customers and internal experts to ensure appropriate and timely action is taken, consistently driving towards solutions.
• Prioritise and manage multiple open issues in our help-desk.
• Support major incidents as the communication lead
• Supporting customers of all sizes and industries to make the best use of our APIs.
• Support customers as they manage their accounts and bank integrations on our online portals. 
• Provision of clear step-by-step technical help, both written and verbal.
• Ensure Yapily’s SLA (Service Level Agreements) targets with customers are upheld, identifying ways to improve our service delivery.
• Advocate for our customer needs internally, driving resolution updates on key issues with clients, and providing feedback on new feature requests to product teams.
• Shift for this role: 15:00 - 00:00 (Midnight) Monday to Friday

Competencies required: 

• Methodological approach to problem-solving
• Technically agile - Can operate with pace
• Clear and empathetic communication skills
• Autonomous & Proactive 
• Initiative to tackle problems that are not only client-facing
• Enthusiasm for growing in a changing fast-paced industry
• Demonstrate a desire for continuous learning and professional development

Preferred experience:

• Familiarity with RESTful APIs and Postman collections
• Experience in a Fintech or SAAS B2B company

Salary Euro Range: €2,400 - €3,100 Gross pay per month

Other Benefits include:

• 20 days holiday a year (plus bank holidays) in the UK, other applicants subject to country guidelines  
• We also offer an additional one days holiday after 1 years service up to the value of 5 days over 5 years 
• We’re serious about work/life balance and operate hybrid working, giving you the flexibility to work from home, working from our amazing office space in Vilnius or work abroad for up to 30 days per year - Nomad Working 
• We offer enhanced Paternity and Maternity leave
• Comprehensive Private Medical Insurance through Compensa
• Mental health support through an award winning provider
• Company Pension Scheme 
• Income Protection
• Life Assurance
• £200 annual Learning and Personal Development budget
• Cycle To Work Scheme 
• Access to many discounts through the Yapily Benefits Hub
• Employee Referral Scheme  which offers £1000 per employee referral
• Team Activities - we have a monthly social budget to support getting together over pizza
• Dog Friendly Office