At a Glance
- Tasks: Provide top-notch support and resolve technical issues for our customers.
- Company: Join a pioneering company transforming the finance industry.
- Benefits: Enjoy premium health coverage, generous time off, and remote work flexibility.
- Other info: Work in a dynamic environment with opportunities for growth and innovation.
- Why this job: Be a key player in enhancing customer satisfaction and product excellence.
- Qualifications: 2-3 years in technical support with strong communication skills.
The predicted salary is between 37800 - 46200 £ per year.
As a Production Support Engineer II at the company, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services.
You will serve as the first line of contact for our customers, adeptly handling and resolving complex technical issues while translating technical jargon into user-friendly language.
Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems.
In addition, you will collaborate with our Engineering teams to manage software updates and bug fixes.
Your role will also involve becoming an expert in all areas of the company's products and services and ensuring that our customers can fully utilise our offerings.
As a customer advocate, you will ensure that our customers' needs and concerns are heard and addressed in our product development and service delivery processes.
At the company, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.
We work Flexible First. This role can be performed remotely within the UK or from our London office. We’d love for you to join us!
- The Impact You’ll Have
- Become a the company product expert
- Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
- Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
- Work cross-functionally to resolve issues and provide customer care
- Provide on-call support for rotations and escalations
- Assist in monitoring production transaction volume, functionality, capacity, and performance
- Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
- Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements
- Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve
Who You Are
- 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in thecard payments industry
- Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders
- Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
- Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc)
- Good understanding of API technologies and troubleshooting (i. e.: you know what c URL does, know HTTP response codes, etc.)
- Comfortable working within a Linux environment
- Intermediate SQL knowledge (relational database experience preferred)
- Scriptwriting - Python, Ruby, Shell, etc
- Experience with logging and monitoring tools such as Kibana, Splunk, App Dynamic, Sum Logic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
- Experience in payments and/or accounting systems
- Experience working at a high-growth company
Compensation and Benefits
- Premium Private Medical and Dental coverage
- Generous time off program with additional “Floating Holiday days”
- Retirement savings program with company contribution
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Monthly stipend to support our remote work model
- Annual development stipend to support our people growth and development
- Family-forming benefits and up to 20 weeks of Parental Leave
- Wellbeing programs i. e. Modern Health, Health Kick and much more…
About the company the company is on a mission to change the way money moves.
We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions.
Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. the company is powering the most well known brands in the new economy (Block, Cash App, affirm, Instacart, Doordash, Uber, Walmart, etc). you don’t need to be a Payments expert to join the the company Team, let us help you with that.
This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.
- the company’s Values
- Intentional
Curiosity: We believe in asking the questions others shy away from.
True progress comes from understanding today’s realities while challenging ourselves to do better and take on the status quo.
- Thoughtful
Responsibility: We believe that every interaction with our technology and platforms matters.
Businesses and livelihoods rely on our work, so we strive for excellence and accountability every day with the highest standards for failsafe technology and compliance.
- Innovative
Simplicity: We believe that simplicity is powerful, especially in innovation—making a tool work better or finishing that feature that makes everyone smile.
Our customers face a lot of complexity.
We’re not here to add more.
- Shared
Success: We believe the measure of our success is the success of our employees, customers, and communities.
From local businesses to big corporations, our impact goes deep and wide.
And we’ve got the results to prove it.
- Passion to
Thrive: We believe anyone with a better idea should be able to change the game for our company and our customers.
We solve big problems for our customers and draw energy from that challenge and opportunity.
Equal Employment Opportunity, Accommodations and Privacy the company is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.
Our dedication to diversity and inclusion extends beyond the categories above.
Review the company’s ESG Reportto see that dedication in action.
Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at the company.
We celebrate the unique contributions of each individual and empower all members of our organization.
Join us in building a company where diversity thrives and everyone can be their authentic selves.
If you require reasonable accommodation for the application process and beyond (including due to a disability), please submitthis formand we will be more than happy to assist you. the company will make reasonable accommodations for candidates when needed in accordance with applicable law.
The Applicant and Candidate Privacy Noticeapplies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.
About the company the company is on a mission to change the way money moves.
We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions.
Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. the company is powering the most well known brands in the new economy (Block, Cash App, affirm, Instacart, Doordash, Uber, Walmart, etc). you don’t need to be a Payments expert to join the the company Team, let us help you with that.
This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.
- the company’s Values
- Solve for the
Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success.
Earning and keeping their trust guides everything we do.
- Do What's
Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on.
We own our work from start to finish.
- Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.
- Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.
- Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.
Equal Employment Opportunity, Accommodations and Privacy the company is an equal opportunity employer committed to an inclusive workplace that fosters belonging.
We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law.
We also consider qualified applicants with criminal histories, consistent with legal requirements.
the company endeavors to make reasonable accommodations for applicants with disabilities.
If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.
the company cares about your privacy.
Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice.
Additional information for California residents can be found here.
To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on.
Notice on Use of AI in Recruitment We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws.
For more information, review our AI notice here.
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Production Support Engineer II - UK employer: United States Digital Space LLC
At our company, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion. With a strong focus on employee growth, we provide clear career paths, personal learning budgets, and generous benefits such as private healthcare and a flexible work-from-abroad policy. Join us in London and be part of a team dedicated to making a positive impact through greener travel choices while enjoying the perks of a supportive and innovative environment.
Contact Details:
United States Digital Space LLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Production Support Engineer II - UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United States Digital Space LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like United States Digital Space LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Production Support Engineer II - UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to United States Digital Space LLC:Your cover letter is your chance to shine! Tell us why you want to work at United States Digital Space LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at United States Digital Space LLC!
How to prepare for a job interview at United States Digital Space LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
