Technical Support Analyst at Remitly

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Services, Analytics, Risk ManagementIndustries

Requirements

Minimum 3 years’ experience in a related field/role
Experience with all Major OS (Windows, MacOS, Linux)
Hands on experience with cloud technologies and services
Ability to trouble-shoot/understand DB/Network connectivity logs
Familiarity with SSL and understanding of corporate level security and authentication methods
Understanding of APIs and SDKs
Familiarity with ITIL framework
Strong communication and customer skills
Strong logical thinking and problem-solving skills
Accountability and ownership
Exhibits initiative
Customer-Centric Mindset
Continuous Learning & Improvement
Ability to work under pressure and be highly organized

Responsibilities

Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment
Serve as the primary point of contact for escalated customer inquiries
Collaborate with cross-functional teams to address customer needs and provide timely solutions
Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience
Technical/Functional Article and FAQ creation, reviews, and modifications
Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary
Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth
Generate PIR/RCA documents with a focus on future proofing and system monitoring
Deploying and analyzing code changes via GitHub
Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively
Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed
Assist with client onboarding and EBRs where necessary
Train and onboard new customer support team members
Maintain both internal and external training documents where necessary
Rostered on-call outage support during assigned shifts

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer EscalationSLA ManagementCross-functional CollaborationKnowledge Base ManagementFAQ Creation

Questions & Answers

Common questions about this position

What experience is required for the Technical Support Analyst role?

Minimum 3 years’ experience in a related field/role is required.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the team environment look like for this role?

You will join the customer support team, which organizes, directs, and coordinates service engagements with a focus on technical product services, acts as an escalation point for customer requests, and collaborates closely across functions.

What skills make a strong candidate for this position?

Strong candidates will have technical troubleshooting expertise, experience with GitHub for deploying code changes, customer-facing support skills, and the ability to collaborate cross-functionally while documenting solutions.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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