Reloadly powers the future of cross border digital mobile payments to emerging markets. Enabling the transfer of airtime and digital goods to be embedded into web, desktop, and mobile software apps with our Cloud APIs and developer tools. Our mission is to fuel digital mobile payments around the world, and we couldn’t do this without hiring the best people. **Your Mission** To be the trusted adviser to our Enterprise customers, driving business value through the use of our cloud platform. You will play a crucial role in engaging with customers to provide our best practices to quickly realize the value of our solutions. **The Job** **TASKS AND RESPONSABILITIES**: - Perform troubleshooting calls with clients - Efficiently manage ticket handling via Hubspot and Jira and make sure handovers are done smoothly between teams - Make sure the team communicates with the customer in an engaging and timely manner, troubleshooting and solving their issues with 5 star support. Provide timely updates and resolution according to our SLA - Help the team with high peak loads, i.e. Mondays - Help the team resolve product or service issues by investigating the root cause of the problem and provide root cause analysis reports for critical downtimes - Troubleshoot system alerts, escalate critical issues, and follow up with various parties through service restoration - Dig deep in logs (AWS) - Proactively monitor and take action before affecting live traffic Identify recurring errors and proactively collaborate with Product and Engineering team to improve our product and customer requests - Participate in on duty rotation during weekends and public holidays when required **WHAT YOU BRING**: - Bachelor's degree in computational engineering or similar studies (Dev, IT operations, etc) - Excellent customer service skills. - Advanced communication and interpersonal skills. - English is must - Empathy and patience. - Advanced organizational skills. - Strong conflict resolution skills. - In-depth knowledge of APIs, operational processes - Ability to remain calm and professional in stressful situations **WHAT YOU GET**: - A fast-paced and collaborative environment - Competitive compensation and opportunity for advancement (800 - 1.100 USD) - Stock Options - Flexible PTO policy - Monthly wellness stipend, home office stipend Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they are cultural, racial, religious or otherwise. This means each one of us comes to work knowing that we have a voice - and a safe, judgement-free zone to speak freely.