Technical Support Engineer - Enterprise API Integration

Company Overview

Wise is a global technology firm dedicated to revolutionizing how money moves and is managed worldwide. Our platform emphasizes minimal fees, simplicity, and rapid service for international money transfers, spending abroad, and cross-border payments. We aim to build a new global financial network accessible to all.

Team and Role

The Wise Platform team partners with major banks and software companies, including Monzo, N26, and Google, to deliver top-tier payment solutions via their own platforms. Operating globally from cities like New York, London, and Singapore, the team is a dynamic startup within a larger scale-up.

As a Technical Support Engineer on the Integration Success Team, you will enhance support coverage across APAC for the Wise API ecosystem. You'll quickly and effectively respond to partner inquiries—covering API queries to incident first response—offering expert assistance across multiple time zones.

Primary Responsibilities

• Assist API customers through various channels, mainly email queues, and escalate to calls or video conferencing for critical cases.
• Develop comprehensive knowledge of Wise API and SWIFT products along with partner integration approaches.
• Troubleshoot and resolve partner-reported issues both independently and collaboratively with engineering and commercial teams.
• Provide actionable product feedback derived from patterns in reported challenges to engineering teams.

Candidate Profile

• Proven background in a technical support role supporting API enterprise products, familiar with relevant tools and terminology.
• Competency in testing and debugging REST APIs, analyzing logs, and querying databases.
• Excellent organizational skills with the ability to prioritize complex challenges while managing stakeholder expectations.
• Calm under pressure with experience managing multiple high severity incidents simultaneously; incident management experience preferred.
• Basic programming knowledge (e.g., Python, JavaScript) is advantageous though this is not a development role.
• Preparedness to work 24/5 shifts with some out-of-hours and weekend on-call duties.
• Ability to collaborate effectively within a culturally diverse global team.

Qualifications

• Experience providing technical support for API products.
• Strong skills in testing and troubleshooting REST APIs and interpreting API documentation.
• Clear communication skills, capable of explaining technical issues to non-technical stakeholders.
• Willingness and experience to participate in compensated on-call rotations outside regular hours.
• Familiar with incident management processes.

Preferred Qualifications

• Background in payments or fintech industries.
• Experience working with enterprise clients.
• Programming ability in any language.

Additional Information

Wise champions diversity, equity, and inclusion, fostering an environment where every employee feels valued, empowered, and supported in their professional growth. Our international team celebrates varied backgrounds and perspectives, reinforcing our mission to build money without borders and prejudice.