Technical Support Engineer

Copenhagen, Denmark

Softpay is looking for a Technical Support Engineer who wants to be a part of an innovative company founded by some of the strongest profiles within the payment industry.

Softpay has launched a solution that is changing the way shops and consumers are making contactless payments, by building a mobile app solution to replace the existing physical infrastructure and thereby disrupting the payment industry. We are working with all the major payments schemes and a range of acquirers, banks and partners to make our product even better.

Located in Copenhagen, we have a team of +30 highly skilled senior professionals and on a growth journey. 

We can offer you an opportunity to become part of an experienced product team, where you can learn and grow with the product. Great working culture with flat hierarchy model, few formal procedures and limits, and a competitive salary with benefits, such as health insurance, daily subsidized lunch, and occasional company events.

The position

We are searching for a self-driven, empathetic and communicative Technical Support Engineer to ensure a great experience for our customers and partners. You will be part of a dedicated and talented technology team, and work closely with the sales, product management, DevOps, development and our partners.  

Your primary focus will be to ensure and maintain a great experience for our customers and partners. You will actively take responsibility for the customer’s uptake of Softpay in their daily business, track and quickly resolve issues, and collect input and feedback to our development roadmap. 

To succeed, you will interact with all levels of our organization. You will bridge between customers and developers when you handle the daily technical and business support, and you will own and improve our customer information process. Together with solution architects, sales, and product management, you will assist in driving customer meetings to ensure progress and success. 

Tasks and responsibilities

  • Answer technical support requests from Softpay's partners and merchants
  • Manage support queues, coordinate with internal teams, and report to key stakeholders
  • Monitor customer success and proactively offer support 
  • Use and update Softpay's support and CRM tools with relevant information from support cases
  • Build out internal and external knowledge bases with common answers and procedures 
  • Build out support processes and tools and assist in making Softpay supportable and a great solution for partners and customers

Required

  • Extensive customer service experience from payments and/or SaaS solutions
  • Good documentation and communication skills, including excellent English skills (written and spoken)
  • Good knowledge of SQL and log aggregation frameworks (Splunk, Elasticsearch or similar)
  • Experienced with office productivity and project tools (MS Office and Atlassian suites)
  • Fast learner and team player that takes ownership and pride in keeping commitments
  • Customer-centric with a positive can-do attitude and an eye for detail
  • Proactive and organized with a good sense of perspective

Desired

  • Experience with providing technical training and information to customers
  • Experience providing pre-sales support to a sales organization
  • Familiar with collecting product requirements from support and supporting product development
  • Basic programming and/or scripting experience
  • Experience from testing and finding bugs in Android apps
  • Proficiency in danish and major european languages, i.e. german, Italian, french, spanish, etc.

Location preferences

Applicants from Europe or with work visas for European Union will be given a preference while selecting a person for this job position. The primary working location is from our office in Copenhagen.

Why Softpay?

  • Work in a fast-growing company in the field of payments and Fintech
  • You will be joining a highly skilled team with many senior professionals 
  • A flat organization and hierarchy model where you can both influence and learn
  • Flexibility to work from home when needed, and ability to collaborate and socialize in the office
  • Good office location in Copenhagen, which includes an excellent espresso machine!
  • A company that is financially backed by a series of entrepreneurs and investors


Technical Support Engineer

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Technical Support Engineer

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