Support Engineer

Tel Aviv, Israel /
GPO EMEA - Operations /
About PayU 
PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers. 

As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day. 

About the role
The Support Engineer team addresses the end-to-end needs of our customers, from pre-sales and integration assistance to post-sales support and analytics.
You’ll be part of our dedicated and dynamic team collaborating with other global groups across the company, including Engineering, Infrastructure, Product Management, Sales, and Account Management. As a team, we teach and motivate one another, aspiring to deliver the best quality of work internally and to our customers on a daily basis. You’ll have the opportunity to collaborate with international customers who use our payments platform, using your creativity, analytical skills, and perseverance to tackle problems ranging from the straightforward to the complex.
We are looking for a Support Engineer who will be responsible for providing global first-class service.
You will need to be familiar with the Payments ecosystem and our platform and learn our customer needs this is a full-time position that includes being on-call during nights and weekends.

Excited yet? Continue reading to find out More about the role: What you’ll do

    • Answer clients’ API questions via multiple support channels.
    •   Provide client support and technical issue resolution via email and phone.
    •   Review customer inquiries and questions, acquire all relevant details, troubleshoot and resolve issues.
    •   Provide timely, efficient and professional follow-up to customers inquiries.
    • Communicate directly with clients and management to coordinate issue resolution.
    •   Assist and initialize training materials and internal/customer-facing documentation.
    •   Rotate On-Call duty with other staff members (if necessary).
    •   Escalates incidents when necessary.
    •   Open and monitor incidents created with 3rd party providers.

What are we looking for?

    • At least 3 years experience as a Support Engineer and working with global customers.
    • Experience with Help Desk ticketing system management, ticketing routing and maintaining a high level of service according to SLA and KPIs.
    •   Tech-savvy and strong technical capabilities.
    • Experience with API calls, logs, and SQL.
    •   Ability to understand and troubleshoot system/API/applications flows and provide solutions.
    •   Ability to learn and support new platforms quickly, self-taught and self-reliance when finding solutions.
    •   Strong attention to detail in organization and process workflows.
    •   Excellent communication skills including verbal and written  English - mother tongue is an advantage.
    •   Experience in the Payments industry - an advantage.

What we offer

    • Career progression program.
    • Wellbeing programs.
    • Flexible program and hybrid way of working.
    • Free subscription to an Internal Elearning platform with courses from Udemy, Coursera, and many others.
    • Truly International Environment with almost 40 different cultures.
    • An inclusive environment that listens to a diverse range of voices when making decisions.
    • A positive, get-things-done workplace.
    • A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)Ability to learn cutting-edge concepts and innovation in an agile start-up environment with a global scale.
    • A democratic work environment where you can drive your outcomes.
About us:  
At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high-growth markets the financial services and products they need to thrive. Our expertise in 18 high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs, to offering credit to underserved individuals, to helping merchants buy, sell and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more 

Our Commitment To Building A Diverse And Inclusive Workforce 
As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive and safe environment, for all of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and every PayUneer so they can succeed, irrespective of gender, color or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities or the LGBTQ communities.