Offer summary

Qualifications:

2+ years of experience in a technical role such as software engineering, system administration, or testing., Experience in API testing using Postman and familiarity with logging/monitoring tools like AWS Cloudwatch or Datadog., Proficiency in Linux command line and ability to query SQL and NoSQL databases., Scripting skills for automating investigations and problem-solving..

Key responsibilities:

Act as the first point of escalation for technical incidents and provide clear analysis and resolution plans.

Collaborate with third-party developers and the implementation team to onboard new customers and ensure proper setup.

Create and enhance playbooks for problem tracing and resolution, working closely with the engineering team.

Participate in on-call rotations and assist with incident response and post-mortem reviews.

Job description

The role

We’re looking for someone to join our application support team to help with getting our customers on board and helping them use our products to the best effect.

Our managed financial systems aggregation platform offers up services as RESTful APIs, embeddable web components, and a user portal, so you’ll need to be able to work with integration engineers and business users alike.

You are…

You are energetic and customer-centric. You have likely worked in a high-energy, high-velocity environment and loved it. You are excited by the opportunity to create something that you can be proud of and challenge yourself every day.

Whilst you may have worked within the enterprise space you are not a corporate stalwart but someone who can blend with any business. You love working with smart people and you get excited about solving big problems for customers.

Your ticket to success:

Be an advocate. For Frankie, for the product, for our people and for our values.
Customer-focused. Working with customers to help identify and capture issues and drive the resolution process to completion
Team player. Working with third-party developers to help them integrate into our platform, and provide feedback on how best to use our service. Working as part of the implementation team to help onboard new customers and ensure they’re set up correctly.
Problem solver. Create and enhance existing playbooks for your colleagues, both current and future, on how to trace and solve problems. Work with the engineering team to help identify and address common problems for customers and yourself - you will have real input to the product and our roadmap.

In a previous life you have:

An aptitude for digging into complex technical problems, working through processes, logs, and code to get to that “Aha! Gotcha!” moment.
Acted as the first point of escalation for technical incidents, providing clear technical analysis and resolution plans.
Explained to a room of developers and product managers how to implement something.
Collaborated with Development, QA, and Support teams to ensure efficient issue resolution and deployment processes.
Participated in on-call rotations if required and assisted with incident response and post-mortem reviews.
Maintained and updated runbooks, knowledge base articles, and operational documentation.
Experienced in API testing using Postman.
2+ years’ experience in a technical role—software engineering, system administration, or testing. Open to developers interested in transitioning into TechOps.
Worked with logging/monitoring tools like AWS Cloudwatch, Datadog, ELK stacks, or similar to really drill into issues.
Confidence working in a Linux environment using the command line to manage your day-to-day.
Been able to query databases to dig further into data. Exposure to traditional relational SQL and NoSQL databases will be a definite plus.
Some scripting skills that will allow you to automate investigations as you go.