Customer Support Engineer

Employment type: Permanent. Full time
Location and remote rules: Remote or hybrid (option to use the Edinburgh office), UK based.

Company overview 

BR-DGE is an award winning FinTech scale-up that enables e-commerce and technology businesses the freedom and flexibility to redefine the way their customers pay.

We’re a pioneer in Payment Orchestration and support Enterprise businesses in optimising their payment infrastructure to create market leading and frictionless digital payment experiences.  

We’re an extremely ambitious group, with strong financial backing, who have created an amazing platform, which is pushing the boundaries of payment technology.

We’re working with some incredible brands and household names across the travel, retail and gambling sectors, and together with our strengthened management team, we are poised for exponential growth.

Now, we’re looking for exceptional talent that is eager to do the best work of their life while supporting others in doing the same, to be a critical part of, and fuel this growth phase.

If you’re motivated by an environment that encourages professional progression and personal development, then we would love to hear from you!  

Customer Support Engineer

BR-DGE is going through an exciting period of growth and to fuel this we are looking for an experienced Customer Support Engineer to take a leading role in helping our customers have a seamless experience using our platform.

You will help our customers integrate with our growing range of products and services, while having a proactive attitude in diagnosing issues and driving solutions through to resolution.

Responsibilities

As a Customer Support Engineer, you’ll:

• have experience working with customers who require assistance understanding how to integrate into language-agnostic API gateways

• troubleshoot issues, file bugs, and collaborate with our engineering teams to provide a customer experience that excels

• work closely with your team and management to advocate for our customers, identifying areas of improvement within our products and services

• help customers in support queues using ticketing tools

• effectively communicate technical issues to diverse audiences, including non-technical stakeholders, by translating complex concepts into easily understandable terms

• have demonstrated ability to learn and understand a range of products that are constantly evolving and growing

• own our knowledge base technical documentation from creation to completion

• be capable of understanding technical documentation alongside having some basic web development knowledge, and ideally being able to craft simple API requests based on this using tools such as postman

• design and implement onboarding processes to integrate customers onto the BR-DGE Platform

• generate reports on customer transactions, providing valuable insights for internal teams

• have an appetite for taking on challenges and understanding integration choices that customers make

• have good verbal and written communication skills

• have experience working in a company that embraces an Agile methodology

Person

The type of person we’d love to meet:

• An experienced Customer Support Engineer with a proven track record of success within a similar, challenging environment

• Excellent communication and problem-solving skills

• A strong relationship builder who will challenge and collaborate

• Well organised and able to track multiple workflows

• A great team player and all-round good human being!

Benefits:

• Competitive salary  

• Investment in your learning, development, and career progression

• Your own quality laptop and hardware  

• Regular team events & socials  

• 33 days holiday inc public holidays

• Additional birthday day off

• Flexible working

• A culture that champions rapid career progression