Subject Matter Expert (Technical Support Specialist)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 50+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to WorkTM. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

We're looking for a new member to join the Technical Supportteam, and this time we aren't looking for experts on the technical level. We need your product knowledge. This is a great opportunity to boost your knowledge and gain new skills. If you believe that you know Revolut’s products and app flows better than anyone else, this position is definitely for you!

We hire people who know how to act fast, look for root causes, and solve problems — not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time to personal and professional growth.

What you’ll be doing

• Handling escalated cases from JIRA
• Checking the JIRA board to perform pre-investigation on issues, classify accordingly, and assign to a relevant team
• Contacting partners and staying in touch with them until the issue is resolved
• Collaborating with other teams globally
• Tracking all critical service metrics and immediately reacting in case of an incident
• Monitoring Revolut back-end, front-end, and mobile applications to prevent incoming incidents

What you'll need

• Previous experience in customer support
• Experience working in technical support (L1/L2)
• Proficiency with Google sheets and SQL
• The ability to explain complex issues in an easy and understandable manner
• Strong attention to detail and analytical skills
• Great communication skills
• A willingness and availability to work 24/7 on a rotating shift basis

Nice to have

• Knowledge of Jira and Google Cloud

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.
Refer to our Data Privacy Statement for Candidates for details on our data handling practices during your application.