Resolve complex technical issues across production and non-production environments
Own and troubleshoot customer cases from a global support queue
Provide clear, timely updates and proactively manage customer expectations
Collaborate cross-functionally to deliver high-quality, seamless customer experiences
Apply Knowledge-Centred Support (KCS) methodology to document solutions
Author, publish, and continuously improve knowledge base articles
Communicate complex technical concepts clearly to both technical and non-technical stakeholders
Participate in product testing, including new releases
Contribute to improving customer-facing documentation (Wiki & Zendesk)
Effectively manage workload and priorities in alignment with team objectives
Continuously expand your expertise across the Trustonic SaaS platform

Demonstrable years of relevant technical support experience
Experience with support tools such as JIRA and Zendesk preferred
Fluent English (written and spoken) — able to explain complex technical topics clearly
SQL databases
Linux (SSH keys & certificates)
Git
APIs
Basic scripting (BASH or Python)
Working knowledge of AWS
Exposure to mobile technologies (highly advantageous)
Engineering degree, or relevant experience

Competitive compensation
Bonus scheme to share in our success.
Flexibility & work-life balance
Remote working arrangements to support your lifestyle.
An open holiday policy with no upper limit—take the time you need, when you need it.
Support for volunteering and causes that matter to you.
Opportunities for professional development and career progression.
Exposure and interaction with global teams.
Inclusive, supportive culture
A commitment to diversity, equity, and inclusion.
A collaborative environment where your voice is valued and your wellbeing is prioritised.
The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.

Technical Support Engineer

Key skills