Technical Support Specialist - APAC

About us

Gr4vy (pronounced Gravy), is a "no-code" cloud payments orchestration platform. Founded by former PayPal fintech leaders, Gr4vy is set to disrupt the $4 Trillion global retail payment space by removing the complexity of merchants running their own payment infrastructure. Having both raised a total of $27.2M in funding and nearly doubled our valuation in less than a year, it’s an exciting time to join the team of this innovative B2B startup. You’ll have the opportunity to build with the best in the industry while working closely with Gr4vy’s engineering team, who are at the heart of the operation. Gr4vy empowers our clients to own and act on their payment strategy. We provide them with the tools to increase profitability and unlock potential through experimentation. Our clients are empowered to thrive in a rapidly evolving payment landscape.

*About you *

We are looking for a Technical Support Specialist to join our team that works with existing customers in order to ensure they are successful on the Gr4vy platform. Reporting into the Global Technical Support Lead as part of our Customer Solutions & Success group, you will provide world-class support to our Merchant and Partner clients as they utilize Gr4vy’s products to orchestrate their global payment strategies. You will have a passion for building and refining strong relationships with our customers, anchored with excellent communication skills. You’ll help drive better usage and adoption of the Gr4vy platform and help ensure that the voice of the customer is heard at Gr4vy.

What you’ll do

• Provide daily reactive technical support to Gr4vy Merchants and Partners for our world leading Payment Orchestration Platform.
• Troubleshoot API, code and transactional issues with Client’s engineering teams.
• Work internally with Product, Engineering, Solutioning Engineering and Sales/Account Management teams to drive customer fixes.
• Provide voice, chat, email and ticket support through our various support channels.
• Proactively identify optimisation and improvement opportunities with our Clients.
• Work towards response time and resolution SLAs.
• The role follows a fixed working pattern of 12-hour shifts on Saturday and Sunday, and 8-hour shifts on Monday and Tuesday; however, during the first month, working hours will be Monday to Friday to support onboarding and training.

Your Need-to-Haves

• 3-5 years of experience in Technical Support, Customer Support, or a similarly aligned role with the technical acumen to troubleshoot a cloud based payments product.
• A self-starter capable of developing a deep understanding of the Gr4vy platform and able to work with clients in a consultative manner across features/functionality tailored to their needs.
• Worked with API based products before either as a software engineer, integration engineer or technical support engineer.
• Coding skills to the level required to implement the Gr4vy solution in one or more languages (Node, Python, PHP or Java).
• Comfortable partnering and communicating at varying levels within our and the client’s organizations.
• Strong strategic thinking along with analytical skills to back it up- prove the solution
• Empathy for customer needs and the ability to communicate those needs in a cross functional team
• Strong written and verbal communication skills
• Passion and excitement for a fast paced high-growth environment**

Your Nice-to-Haves

• Knowledge of major online and payment technologies, the players, as well as emerging trends
• Android or iOS development knowledge to the level of implementing our SDKs
• Experience in fintech and the payments space
• Cloud Experience
• Experience with Help Desk technologies
• Bachelor degree

*Why you’ll love working at Gr4vy *

You’ll be joining at a truly momentous time in our company’s life cycle. We want your imprint on how the world experiences Gr4vy as the leader in the fast-growing cloud payments space. Come and bring your skills to a growing team. You’ll influence, challenge and help build our inclusive culture and passion for equity. A global identity is in Gr4vy’s DNA, with employees currently spanning worldwide

*Our Fine Print *

We choose laughter first. Sometimes our standups veer into debates about food, family (furballs included), and unlimited lifehack fails. We’re committed to learning, to advocating, and to doing better for our customers and ourselves, every day. Diversity statement We value all the great benefits that diversity brings and encourage everyone to bring their whole self at work, regardless of gender, religion, ethnicity, sexual orientation, age or disability.**

Need some extra context? Read about us in this recent Crunchbase exclusive. Compensation: Competitive salary + equity + benefits

Location: Asia/Australia, New Zealand, The Phillipines, Vietnam, Malasya, Indonesia, Thailand