We’re **Reloadly**. We provide payment APIs for airtime, digital gift cards and digital goods and services built for developers to experiment at scale. Our **mission **is to fuel mobile payments around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of mobile payments via APIs for our B2B users across the globe, for any use case. We’re a tech startup company at heart, while competing within a multi-billion industry we aim to remain agile and scrappy along our journey with our day one approach. **culture**, where we default to trust, transparency, embrace feedback, and act like owners. Second, we expect all employees to **commit **to our mission-focused approach to our work. Finally, we seek people who are **excited **to learn about the future of payment APIs, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. **ABOUT THE ROLE** We are currently seeking a Technical Support Engineer based in APAC with Mandarin and English and experience supporting a global company. A career with Reloadly provides invaluable experience in an exciting and rapidly expanding market and an opportunity to be part of a global company with customers worldwide and a workforce that includes people of different nationalities. This role will report to the Tech Support Lead. **Important Note: This is a rotating shift position: during the month, you will work the morning, afternoon and night shifts, as well as at least one weekend per month, with the corresponding legal breaks and allowancies.** **RESPONSABILITIES**: - Manage and address electronic tickets efficiently via intercom and Jira - Communicate with the customer in an engaging, warm and timely manner, troubleshoot and solve their issues with 5 star support. Provide timely updates and resolution according to our SLA - Resolve product or service issues by investigating the root cause of the problem - Keep our customers happy and engaged with our product - Monitor and troubleshoot system alerts, escalate critical issues, and follow up with various parties through service restoration - Dig deep in logs, proactively monitor and take action before affecting live trafficIdentify recurring errors and proactively collaborate with Product and Engineering team to improve our product and customer requests - Participate in on duty follow the sun rotation during weekends and public holidays when required, 2x month **QUALIFICATIONS**: - Minimum diploma degree in Information Technology, Computer Science or equivalent - 2+ years' of technical support experience - Customer service oriented - English, Manadrin Chinese bilingual. Spanish is a plus. - Strong written, verbal, troubleshooting and analytical skills - Excellent interpersonal skills - You must be a people person and continuously aim to keep customers happy - Ability to work effectively under pressure, prioritize tasks and follow processes - Demonstrate motivation to learn new skills and technologies - Good understanding of web services, API, Postman and IP based protocols. - Advanced proficiency in Excel is an advantage **PERKS AND COMPENSATION**: - LATAM shift (12am to 9am Barcelona time) - Working remotely in Colombia - Join a team of like minded professionals - The opportunity to become a part of a startup that is transforming and innovating in cross-border digital transfers. - Great and friendly atmosphere **OUR PERKS**: - An easy-going and super-friendly working environment in a start-up that is growing rapidly, where you will be shaping the company together with us - Exciting tasks with the option to learn and grow and take over much more responsibilities as fits your skill-set and personal goals - A job in one of the most creative and exciting growing industries: fintech, API Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they are cultural, racial, religious or otherwise. This means each one of us comes to work knowing that we have a voice - and a safe, judgement-free zone to speak freely.