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Technical Support Engineer Job Vyntra Global
IT Jobs. Vyntra Global
About the Role
Vyntra’s platforms run continuously for financial institutions around the world. When something stops working as expected, our support team is the first to investigate.
As a Technical Support Engineer, you will handle Level 1 and Level 2 support for our customers and partners. Issues typically arrive through the support portal and can range from configuration questions to production incidents. Your role is to investigate what is happening, determine the cause, and either resolve the issue directly or escalate it to the appropriate team.
You will work with logs, APIs, and Linux environments to diagnose problems, while keeping customers informed throughout the process. Where deeper investigation is required, you will collaborate with our Professional Services and R&D teams. Throughout the process you remain the point of contact for the customer, ensuring clear communication and timely resolution.
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What You Will Do
Customer & Partner Support
- Investigate issues raised through the Vyntra support portal from first contact through to resolution
- Analyse logs, system behaviour, and configuration to identify the root cause of issues
- Determine whether an issue is related to configuration, product behaviour, or a change request outside the current implementation scope
- Support consultants and partners with technical questions during project delivery
- Communicate clearly and proactively with customers throughout the investigation process
- Document solutions and troubleshooting steps in the support knowledge base
Escalation & Collaboration
- Escalate complex issues to the Professional Services team (Level 3) or R&D (Level 4) when deeper investigation or product fixes are required
- Remain the point of contact for the customer while escalations are underway
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How to Apply
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