Technical Support Engineer

A bit about the team and what you'll deliver...
We’re looking for a passionate, customer-focused Technical Support Engineer to join the team and play a key role in delivering world-class technical support. As a Technical Support Engineer, you’ll be at the heart of our global product organisation — solving complex technical challenges and ensuring our customers have an exceptional experience with Trustonic products. You’ll collaborate across engineering, product, and support teams, contribute to product quality, and help shape the knowledge and processes that power our customer success.
As a Technical Support Engineer you will:
Resolve complex technical issues across production and non-production environments
Own and troubleshoot customer cases from a global support queue
Provide clear, timely updates and proactively manage customer expectations
Collaborate cross-functionally to deliver high-quality, seamless customer experiences
Apply Knowledge-Centred Support (KCS) methodology to document solutions
Author, publish, and continuously improve knowledge base articles
Communicate complex technical concepts clearly to both technical and non-technical stakeholders
Participate in product testing, including new releases
Contribute to improving customer-facing documentation (Wiki & Zendesk)
Effectively manage workload and priorities in alignment with team objectives
Continuously expand your expertise across the Trustonic SaaS platform
What you bring...
Experience & Background
Demonstrable years of relevant technical support experience
Experience with support tools such as JIRA and Zendesk preferred
Fluent English (written and spoken) — able to explain complex technical topics clearly
Technical Skills
SQL databases
Linux (SSH keys & certificates)
Git
APIs
Basic scripting (BASH or Python)
Working knowledge of AWS
Exposure to mobile technologies (highly advantageous)
What make you, you...
Adaptable – open to change and continuously improving processes
Action-oriented – take ownership, meet commitments, and drive results
Organised & decisive – prioritise effectively and manage workload confidently
Technically confident – solid understanding of your domain and responsibilities
Growth-focused – proactive about learning and receptive to feedback
A clear communicator – able to influence, facilitate, and align teams
Collaborative – foster positive teamwork and knowledge sharing
Ethical & accountable – act with integrity and uphold our culture
Bachelor’s Degree or equivalent experience.

Employment type
Full-time

Work arrangement
Yes