Fidel’s mission is to democratize access to financial data globally so that consumers are in control of their data. Our technology makes transactional data accessible through a single access point for global businesses like Avios, Klarna and the Royal Bank of Canada.
We have a record of fast growth and our key investors include Horizon Ventures and Innovate UK.
We recently closed our Series A round, raising $18M from top-tier VCs, including Nyca Partners and QED Investors. We currently have offices in London and Lisbon - and we're only getting started.
In this exciting period of growth, both within the UK and internationally, we are looking for an experienced Technical Support Specialist who wants to be part of this journey, in our Lisbon office.
What you'll do :
Provide pre- and post-sales Technical Support of the operation, troubleshooting and integration of Fidel API via telephone, email, online meetings and, other channels
Work directly with 1st line support team to investigate issues through analysis and experience.
Reproduce issues and analyze data to determine cause and solution
Take escalated issues from tier 1 or any of the client services teams and drive them through resolution in a timely manner
Develop tools to automate the team's most time consuming recurring tasks
Identify relevant customer feedback and be the voice of our customers to the rest of the internal teams
Open / close trouble tickets, initiate field returns, document solutions, communicate resolution to 1st line support, and update knowledge base
Collaborate with the development team to expedite the resolution of technical issues
Assist Engineering by testing bug fixes, providing product feedback and data analysis to assist with product development
Act as a customer advocate
Work effectively as a team member with Engineering, Product Management, and QA
Very good English skills, both written and spoken
Advanced skills in problem identification, investigation and, issue resolution
Deep familiarity across cutting-edge technologies
Knowledge of large scale data, distributed systems, micro-services, messaging / queuing systems, AWS Serverless architecture : Lambda, DynamoDB, API Gateway, SNS
Comfortable in a dynamic startup environment where change is constant and you will be largely self-guided
Experience working and communicating with a remote team in an effective asynchronous way
Benefits & Perks
We're committed to making Fidel a fantastic place to work and we go to great lengths to give you what you need to succeed. You’ll receive :
Share options - you’re part of Fidel’s success. So why not share (excuse the pun) the rewards!
Flexible working - work from home or abroad when you need to
A fully stocked kitchen with unlimited snacks & refreshments
Friday team lunch & drinks
Dinner if you need to work late
Unlimited budget for any software or books you need