Product Support, Bridge
Core
Driving exceptional user experiences for a global payments platform by troubleshooting complex technical issues, optimizing support processes, and collaborating with engineering to improve product reliability.
Role type
Senior Product Support Engineer (Technical)
Builds
Global stablecoin payments platform enabling cross-border fund movement
Domain
Fintech / Payments / Stablecoins
Deliverable
client delivery
Required skills
SQL, API integration, technical troubleshooting, process optimization, stakeholder management, project management
Preferred skills
Data analysis, technical communication, diagnosing highly technical user issues
Responsibilities
Analyze and troubleshoot complex technical issues using SQL and API knowledge; Develop product and platform expertise by coordinating with Engineering and Product teams; Strategically optimize and scale support processes to enhance efficiency; Lead continuous improvement initiatives to hit key performance metrics; Create and refine documentation to empower users for self-service; Collaborate with Product and Engineering to proactively improve the platform based on user feedback; Lead cross-functional projects to identify inefficiencies and drive long-term solutions.