Application Support Engineer

Are you ready for a challenge? We’re looking for a proactive Application Support Engineer excited to help scale Ryft, a high-growth fintech start-up.

In this role, you will be the first point of contact for Ryft’s customers, providing essential technical assistance and ensuring our systems remain stable as we grow. We are looking for a candidate with a strong customer-centric mindset who thrives on solving problems and maintaining high standards of system performance.

As a key member of the Engineering team, you will bridge the gap between our customers and our developers, resolving issues and contributing to the overall reliability of our global payments platform.

• Technical Assistance: Serve as the primary point of contact for customers, providing timely and effective technical support.
• Issue Resolution: Diagnose, troubleshoot, and resolve application issues to maintain system stability.
• Incident Management: Manage ticketing systems (e.g., Freshdesk, Jira) to track issues and ensure consistent communication with users.
• Escalation & Collaboration: Work closely with the engineering team to escalate complex bugs and provide detailed information for resolution.
• Cross-Functional Communication: Collaborate with teams like Sales and Engineering to refine platform features and improve the customer experience.
• Problem Solving: Identify and diagnose performance bottlenecks or failed payment transactions in a cloud-native environment.

• Support Experience: Proven experience in an application support or similar technical support role.
• Analytical Thinking: Strong problem-solving skills with a keen eye for detail when investigating technical discrepancies.
• Communication Mastery: Excellent written and verbal communication skills, with the ability to explain complex issues to non-technical stakeholders.
• Ticketing Systems: Proficiency with tools such as Jira or Freshdesk.
• Customer Focus: A demonstrated customer-centric mindset and a passion for helping users succeed.

• Fintech Knowledge: Familiarity with the payments industry or financial technology.
• API Knowledge: A basic understanding of RESTful API concepts.
• SRE Familiarity: Experience with Site Reliability Engineering (SRE) principles.
• Cloud Platforms: Knowledge of cloud platforms such as AWS

If you’re excited about working in a fast-paced, collaborative environment and want to be part of a team that’s shaping the future of fintech, we’d love to hear from you! We value individuals who are passionate about their craft, thrive in a hybrid work setting, and are ready to take ownership of the support experience for our growing customer base.