Customer Support Engineer

Remote (must be UK-based) with the option to use the Edinburgh office-Permanent

BR-DGE is an award winning FinTech founded in Edinburgh. Our platform enables e-commerce and technology businesses to have the freedom and flexibility to redefine the way they handle payments.

Since our inception in 2018 we have been leading the way in the future of payment orchestration. Our products enable enterprise businesses to optimise their payment infrastructure and create frictionless digital payment experiences for their end users. Now with a global reach, our customer base is made up of incredible brands and household names from across the travel, retail and gambling sectors and it's growing fast! Our world class partners include Visa and Worldpay and we're continuing to build a strong partner network with the biggest players in the payments industry. It's an exciting time to be part of BR-DGE!

The journey so far has been incredible, but we're just getting started and with ambitious growth plans, we're now looking for more exceptional talent to join our team.

All BR-DGE Builders receive the following benefits:

Flexible and remote working

Remote working allowance

33 days holiday including public holidays

Your birthday as a day off

Family healthcare

Life insurance

Employee assistance programme

A culture that champions rapid career progression

Investment in your learning and development

Regular team events & socials

Become a BR-DGE Builder

About the Role:

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.

Please note that we only consider UK-based candidates for this role.

What you'll be doing:

• Have experience working with customers who require assistance in 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

What we're looking for:

• 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-around good human being!

What we offer:

• Remote working allowance
• 33 days holiday including public holidays
• Birthday off
• Flexible and remote working
• Family healthcare
• Life insurance
• Employee assistance programme
• A culture that champions rapid career progression
• Investment in your learning and development