Senior Technical Support Engineer

Mumbai
Technical Services – Technical Support /
Full-time /
Hybrid
Nium, the Leader in Real-Time Global Payments 
 
At Nium, we operate at the intersection of an increasingly interconnected world, where the traditional finance industry has been disrupted, and on-demand is in demand. Our payments infrastructure is leading a transformation in payments, enabling anyone, anywhere to make and receive payments instantly, regardless of the location or currency. We currently support: 
-Regulatory Licenses and Authorizations in 40+ Countries, enabling seamless onboarding, rapid integration, and compliance
-190+ Pay Out Markets – 100+ in real time
-35+ Pay In Markets
-30+ Card Issuance Markets
-100+ Supported Currencies 
 
Today, Nium is the leader in real-time global payments and the fastest way to send money across borders. We are co-headquartered in San Francisco and Singapore, with regional offices in Australia, Brazil, Hong Kong, India, Indonesia, Japan, Lithuania, London, Malaysia, Malta, Netherlands, and UAE. 

Your Next Exciting Role
 
To help accelerate our growth further Nium is looking for a Senior Tech Support Engineer. The Tech Support team’s goal is to offer better customer service and manage anything that happens in a live/production environment. Nium is one of the beasts to use all the latest tools for support functions. Tools like Kibana, Nagios, and cloud watch enable us to have greater visibility of our services offered to clients and eventually makes our system available round the clock, our uptime is always greater than 99.95%. In the tech support function, we always make sure to automate all manual efforts, handhold all incidents and resolve them on time and manage vendors. Makes us to be very effective in problem-solving skills. An analytical tool like Clever tap helps to derive deep user insights, implement powerful segmentation, and deliver personalized messages to improve customer engagement and drive business growth
The Support role will be 24*7 based in Chennai.

What would a day @Nium look like?

    • Based on customer insights and channel performance data, develop and execute on a content roadmap that engages key personas at each point in the customer journey, from top-funnel acquisition to nurture and ongoing customer education, both on Nium offerings as well as the industry
    • Build, develop and manage a high-performing team and culture to achieve breakthrough results; exceptionally high standards and holds self and others accountable
    • Attract, develop and retain high-potential talent
    • Generating editorial ideas and concepts
    • Overseeing content planning and production
    • Recruit and manage outside agencies and freelancers to grow our capacity, and leverage our subject matter experts to drive and scale the production of compelling content
    • Work with regional Growth Marketing teams to ensure content development aligns with funnel-building objectives for each target segment
    • Measure the impact of our content strategy as well as the performance of individual assets, and proactively refine our resource allocation and prioritization accordingly;
    • Work with the VP, Global Brand to ensure Nium’s brand and voice are used consistently and effectively, evolving in lockstep with the company’s projected growth;
    • Own the distribution and promotion strategy for any content you and your team create, in partnership with channel owners in Growth Marketing

Which Skills & Experiences will make you successful?

    • 5-7 yrs. experience in Supporting production applications on AWS or other cloud platforms.
    • Good knowledge of RDBMS (PostgreSQL or MSSQL) and NoSQL databases.
    • Willing to work in day/night shifts.
    • Understanding of troubleshooting and monitoring microservice and serverless architectures.
    • Working knowledge of containerization technology and various orchestration platforms. e.g., Docker, Kubernetes etc. for troubleshooting and monitoring purposes.
    • Experience in build and deploy automation tools (Ansible/Jenkins/Chef).
    • Experienced in release and change management, incident, and problem management both from a technology and process perspective.
    • Familiar with Server log Management with tools like ELK, and Kibana.
    • Certification in ITIL, COBIT or Microsoft Operations Framework would be an added plus.
    • Experience with Scripting languages or shell scripting to automate daily tasks would be an added plus.
    • Ability to Diagnose and Troubleshoot Technical Issues.
    • Ability to work proactively to identify the issue with the help of log monitoring.
    • Experienced in monitoring tools, frameworks, and processes.
    • Excellent interpersonal skills.
    • Experience with one or more case-handling tools like:
    • o  Freshdesk
    • o   Zendesk
    • o   JIRA
    • Skilled at triaging and root cause analysis.
    • Ability to provide step-by-step technical help, both written and verbal
Depending on your location, certain laws may regulate the way Nium manages the data of candidates. By submitting your job application, you are agreeing and acknowledging that you have read and understand our Candidate Privacy Notice

What we offer at Nium  
 
We Value Performance: Through competitive salaries, performance bonuses, uncapped sales commissions and robust performance reviews, we ensure that all employees are rewarded and incentivized for their hard work. 
We Care for Our Employees: The wellness of Nium’ers is our #1 priority. In addition to many other benefits, we offer medical coverage, 24/7 employee assistance program, generous time off policies, and a year-end shut down. We also provide a hybrid working environment (3 days per week in the office). 
We Upskill Ourselves: We are curious, always want to learn more and upskill ourselves. As well as role-specific training, we also offer a global learning stipend. 
We Constantly Innovate: Nium continues to be globally recognized for its constant innovations, growth, and employee-centric mindset since our inception: 
-2022 Great Place To Work Certification
-2023 CB Insights Fintech 100 List of Most Promising Fintech Companies
We Celebrate Together: Work is also about having fun with your colleagues and forging deep relationships. We host company-wide social events onsite and virtually, provide team morale budget and bonding activities, happy hours, team offsites, and much more!  
We Thrive with Diversity: Across 33 nationalities and 18+ countries, our diverse and multicultural team embodies our commitment to a safe and welcoming environment for everyone.  
 
What it’s like to be a Nium'er 
 
At Nium we center our way of work around 3 core values globally: 
 
#KeepItSimple: We cut through complexity, simplify at speed and operate with scale in mind. 
#MakeItBetter: We build innovative solutions that make our customers' lives better. 
#WinItTogether: We win in this competitive market by collaborating as one team. 

For more information, visit www.nium.com.