Technical Support Engineer

Thunes
São Paulo, Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Analytical thinking","Problem-solving","Communication","Organizational skills","Continuous improvement"]

Lead and develop an APAC squad of Technical Support Engineers who serve as the higher escalation tier for L1 and NOC teams. Investigate critical production incidents end-to-end across application, infrastructure, and data layers—analyzing logs, metrics, SQL, and reconciliation discrepancies. Partner with Engineering, Product, and Treasury to drive root-cause fixes, maintain runbooks and knowledge bases, and implement automation to improve long-term platform reliability.

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FursaFursa
Thunes
Thunes
4 days ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead and develop an APAC squad of Technical Support Engineers who serve as the higher escalation tier for L1 and NOC teams. Investigate critical production incidents end-to-end across application, infrastructure, and data layers—analyzing logs, metrics, SQL, and reconciliation discrepancies. Partner with Engineering, Product, and Treasury to drive root-cause fixes, maintain runbooks and knowledge bases, and implement automation to improve long-term platform reliability.
Location: São Paulo, Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and develop an APAC team of Technical Support Engineers across multiple regions, setting priorities and performance metrics.
  • •Conduct in-depth investigations across applications, APIs, databases, and batch processes to identify root causes and validate fixes.
  • •Analyze logs, metrics, and data to trace issues, detect anomalies, and investigate financial/reconciliation discrepancies.
  • •Serve as the escalation point for critical production issues, ensuring timely resolution.
  • •Maintain troubleshooting guides/runbooks and drive automation and systemic improvements through documentation and continuous improvement.

Key Requirements

  • •Knowledge of data manipulation using SQL queries and file handling.
  • •Ability to read and comprehend code for troubleshooting and understanding system logic.
  • •Familiarity with API concepts and usage for integration and troubleshooting.
  • •Experience with SFTP protocols and issue tracking in Jira.
  • •Basic understanding of financial concepts, settlements, and reconciliation processes.
Experience:FintechPayments
Skills:Analytical thinkingProblem-solvingCommunicationOrganizational skillsContinuous improvement
Languages:English
Tech Stack:SQLSFTPJiraAPIsLogsMetricsZendesk

Company Brief

Thunes
Provides a global cross-border payments network enabling businesses to send and receive payments across markets via a single integration, serving merchants, fintechs, remitters, and banks with real-time settlement and compliance tools.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn