Support Engineer

At Meniga our mission is to help people lead better & more sustainable financial lives. We do this by working with banks worldwide to make their digital banking experience fun and engaging. Today we are serving 100+ million digital banking users across 30+ countries. We are a team of product experts, developers and project managers, who are shaping the future of financial technology. Meniga’s offices are in London, Reykjavik and Warsaw.

We are looking for a Support Engineer to join our global team supporting customers using Meniga products around the globe. The position will be based in Warsaw; however you will be required to travel to on-site customers (abroad) up to 1-2 weeks per month and must have availability to support our customers on Sundays. 

Your primary role will be to provide outstanding support to our customers, banks, that utilize our software products. You'll be responsible for installing and testing software releases, configuring environments, and providing valuable feedback to our engineering teams. This position provides an excellent opportunity to learn about our products from scratch and become an expert in the Personal Finance Management and financial data consolidation domains.

Key Responsibilities:

• Providing exceptional support to customers using our software products in real-time,
• Installing and testing new software releases in internal environments,
• Configuring environments using XML, SQL, JSON, and environment variables,
• Respond to customer inquiries and provide technical support offline (service desk tool, email) or online (troubleshooting sessions),
• Manage customer support tickets and track progress to ensure timely resolution,
• Collect data needed to do analyze the reported issues (internal knowledge base and documentation, targeted questions, database scripts),
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues,
• Resolve customer issues related to installation, configuration, performance, and usage of Meniga products,
• Delivering constructive feedback to our development and product teams to identify and resolve bugs or other technical issues,
• Document knowledge in the form of knowledge base, technical notes and articles,
• Continuously learning about new product features and becoming an expert in the PFM and financial data consolidation domain.

    Flexible approach to work required:

• 24/7/365 duty one week per month although only 2-3 incidents per year requiring duty

• Work week is Sunday - Thursday.

Requirements:

• Degree in computer science or related field,

• Experience in customer support or technical support would be an asset,

• Very good communication skills in English, both verbal and written,

• Strong analytical problem-solving skills,

• Strong client-facing skills,

• General technical skills including SQL, .NET, Windows, IIS, network, security, and performance,

• Fundamental understanding of how software operates and the ability to read installation manuals,

• Experience with SQL databases and .NET programming language would be an asset,

• Familiarity with software development methodologies and tools,

• Ability to work independently and as part of a team,

• Comfortable working in a fast-paced environment with multiple priorities.

• Ability to travel 1-2 weeks a month to customers in the Middle East.

• Work week is Sunday - Thursday.

At Meniga, our goal is to have motivated, engaged, and healthy employees. To nurture and promote these areas, we offer benefits related to:

• Health and Benefits (private healthcare, fitness allowance, leave benefits)
• Supportive work environment (work-life balance, hybrid working, meal allowance, team building events, internet or/and phone subscription reimbursement)
• Growth opportunities (international projects, career opportunities)
• Financial rewards (competitive salaries, performance-based bonuses, ESOPs)