Support Engineer

Support Engineer

**Who we are**

**Join Numeral - A Mambu Company, Shaping the Future of Financial Technology**

At Numeral, a proud part of the Mambu family, we are revolutionizing the banking and financial services landscape with cutting-edge solutions that empower businesses and transform financial services. As a global leader in payment operations and innovative banking solutions, we thrive on a culture of collaboration, creativity, and a shared mission to make financial technology simpler, smarter, and more accessible.

As part of Mambu, we believe that banking and financial services can change the world for the better. We also know that inflexible systems are slowing innovation and limiting impact. We're on a mission to change that, to make banking work better for everyone.

Join us as we bring banking and financial services technology into the digital-first world. Where our best-in-class, cloud-banking platform is igniting financial change globally. Where we are enabling our customers to build great banking experiences for their customers; in a faster, more flexible and more dependable way than ever before.

Let's rewrite the rules of banking together

**What you'll do**

We are hiring an experienced Support Engineer to join our team. As the first line of support, you will ensure the timely and effective resolution of technical issues while collaborating with our product and engineering teams. This role requires a combination of strong problem-solving skills, functional and technical expertise, and excellent customer communication.

Key responsibilities:

- Provide Mambu Payments / Numeral first line of support to customers and partners
- Manage incoming support requests based on triage rules and service level agreements
- Assist customers in deploying and using Mambu Payments / Numeral
- Troubleshoot and collaborate with product and engineering teams to resolve complex technical issues related to Mambu Payments / Numeral's platform, APIs, bank integrations, and configurations
- Ensure all support tickets are responded within the agreed SLA
- Drive product reliability improvement efforts across Mambu Payments / Numeral
- Continuously build and improve Mambu Payments / Numeral's technical knowledge base and support processes

**What you'll bring**
- 5+ years of experience in technical support, product support, or a similar role
- Strong understanding of APIs and integration-heavy software
- Experience with incident management, troubleshooting, and customer communication
- Excellent problem-solving skills with the ability to diagnose complex technical issues
- Strong written and verbal communication skills, with a focus on customer satisfaction
- Proficiency with data exploration and visualization tools (e.g. Metabase) and ticketing systems (e.g., Zendesk, Jira...)
- Experience with monitoring tools (e.g., Datadog, Grafana, Sentry...) is a plus
- Familiarity with financial technology and banking and payment infrastructure is a plus

**Your future**

We aim to be the leading payments and cloud-banking platform, powering the future of banking and igniting financial change globally. If you want to join a collaborative, inclusive team of experts changing the lives of billions, this is where you belong.

As part of the recruitment (or HR onboarding) process, you will undergo background check screening. This includes a criminal background check and a review against sanctions, anti-money laundering, counter-terrorism financing, and politically exposed persons screening services. Your employment is conditional upon the successful approval of these results.

LI-Remote

Job ID 3090