Technical Support and Continuity Lead

London, UK /
Engineering /
Permanent
Over the last 14 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products.

From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service

About the role

    • Our technology team works in small, cross functional squads - forming part of a fun, hardworking and exceptionally supportive team of around 50 people
    • We are looking to hire a Technical Support and Continuity Lead to assist our customer facing Support team and manage a small team of Support Engineers
    • Our interview process typically consists of an initial phone screen, and a 60 minute interview

About you

    • A good communicator, with an open and collaborative approach
    • An advocate for customers and ‘going the extra mile’
    • Passionate about improving systems and processes to deliver efficient technical support
    • Highly organised; and able to prioritise workload effectively with attention to detail
    • Proactive and motivated
    • Enjoys working closely with customer service teams, engineers and the wider organisation
    • Curious and motivated by doing the best job you can Loves to work in a collaborative environment
    • Eager to try new things
    • A role model for our values: Make it happen, Succeed together, Be the customer & Go beyond

Responsibilities

    • Managing and taking part in the Technical Support Rota
    • Ensuring all support tasks are properly documented and knowledge shared
    • Plan appropriate training for the team
    • Ensure team coverage of multiple systems to ensure there is always more than one person who can support every system
    • Ensuring all alert channels are properly monitored and responded to
    • Managing support communication with the business during any incidents
    • Planning and carrying out Business Continuity Testing across the group (support will be given if you have no experience of this)
    • Planning and carrying out Disaster Recovery Testing across the group (support will be given if you have no experience of this)

Essential skills

    • 2+ years experience giving technical support on a business critical system with demanding customers
    • Writing and executing SQL queries
    • Understanding of databases

Desirable skills

    • Knowledge of AWS services
    • Experience of working with and configuring Freshdesk
    • JIRA
Our investment in you

We welcome people into the Equals group and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. 

When you join the Equals Group, we aim to help you to get more out of your career. We will also offer you the following benefits; 

Benefits
A competitive salary benchmarked against a peer group
25 days holiday per year + your birthday off
Opportunities for progression, development and learning new skills
Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
Interbank currency rates on travel money and international transfers
We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.