Senior Technical Support Engineer

About Ryft

Ryft is a Manchester-based fintech that provides innovative payment solutions for businesses across the UK and EU. We simplify complex, multi-sided payments by offering a full end-to-end solution. As Ryft operates in one of the most exciting areas of the fintech sector, we help software companies and marketplaces create new revenue streams and exciting products by using our platform.

About the Role

We're looking for an experienced Senior Technical Support Engineer to join our team. In this role, you'll be a crucial link between our customers and our engineering teams, focusing on the diagnosis and resolution of complex technical problems. You'll use your expertise to dive deep into issues, collaborating closely with both customers and engineers to ensure swift and effective solutions.

This position is ideal for a seasoned problem-solver with a knack for technical troubleshooting and strong communication skills. You'll play a vital role in maintaining the stability of our systems and providing a seamless experience for our most important customers. This position is based in our Spinningfields, Manchester office for at least two days per week.

Key Responsibilities

• Problem Resolution: Act as a senior point of escalation for complex technical issues, performing in-depth diagnostics and root cause analysis.
• Customer & Engineering Liaison: Collaborate directly with customers to understand and troubleshoot their issues, then work with our engineering teams to ensure timely and effective resolutions.
• System Stability: Monitor the health of our applications, proactively identifying potential issues to ensure high availability and performance.
• Knowledge Sharing: Document and communicate technical findings and solutions to both customers and internal teams.
• Mentorship: Guide and support junior members of the support team, helping to build a high-performing and knowledgeable team.

What We're Looking For

• Proven experience as a senior application or technical support engineer.
• Exceptional problem-solving skills, with a strong ability to diagnose and resolve complex technical issues in a fast-paced environment.
• Strong technical proficiency in relevant technologies, with the ability to read and understand code in languages such as JavaScript and C# .NET to identify problems.
• Experience in troubleshooting and working with REST APIs and other web services.
• Excellent communication and collaboration skills, with the ability to translate complex technical information for both technical and non-technical audiences.
• A customer-centric mindset with a passion for providing outstanding service and building strong customer relationships.
• Experience in a fintech or SaaS environment is a plus.

Why Ryft?

• Impactful Work: You'll be a critical part of a team that directly contributes to the success and satisfaction of our customers.
• Inclusive Culture: Join a diverse and collaborative team that values growth, respect, and continuous improvement.
• Career Growth: Opportunity to develop your technical skills and advance your career in a rapidly growing fintech company.

If you're ready to take on a challenging and rewarding role at a company that is shaping the future of payments, we would love to hear from you!