2nd Level Support Engineer

We’re Pollinate, an award-winning global FinTech on a mission to put SMBs at the heart of merchant services. We harness the power of payments, banking, and third-party data to create predictive, tailored experiences that support merchants from setup to growth. Headquartered in London, we’re expanding rapidly in the U.S., offering an exciting opportunity to be part of our journey.

We are seeking a Customer Support Engineer to join our expanding team and play a pivotal role in delivering exceptional support to our banking clients. Reporting to the Customer Support Team Lead, you will be the first point of contact for customer inquiries, troubleshooting issues, and ensuring a smooth support experience. You will work closely with internal teams to resolve or escalate complex cases while providing high-quality support to our customers.

We value curiosity, strong communication skills, and a problem-solving mindset over rigid qualifications. If you’re excited about this role but don’t meet every requirement, we encourage you to apply—we’d love to hear from you!

We also offer flexible working models to support various needs and commitments, including hybrid work arrangements.

• Serve as the primary contact for banking customers, handling inquiries, service requests, and technical issues.
• Troubleshoot and resolve customer issues related to our SaaS platform, escalating complex cases to the appropriate internal teams.
• Accurately document issues, resolutions, and customer interactions within the support system.
• Provide proactive guidance and training to customers on best practices and platform features.
• Work collaboratively with internal teams, including Application Management and Development, to ensure timely and effective issue resolution.
• Assist in developing and maintaining support documentation and knowledge bases.
• Partake in 24/7 on-call as part of the global team for major incidents.

• 5+ years of experience in customer support, technical support, or a similar role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, with the ability to interact professionally with banking customers.
• Experience working in a SaaS or fintech environment is a plus.
• Familiarity with ticketing systems, knowledge bases, and support best practices.
• Ability to work independently and in a team-oriented, fast-paced environment. Technical Skills
• Experience with Docker, Kubernetes – AKS.
• Experience with scripting (Python, PowerShell, Bash)
• Experience with Azure Stack.
• Experience with IaC, Terraform (preferred).
• Experience with data architecture patterns e.g., Kappa, Lambda architectures
• Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
• Exposure to CI/CD.
• Familiarity with Java and Open-Source ecosystem
• Knowledge of Monitoring and Alerting toolsets (ELK Stack)
• Understanding of ITIL processes

• Benefits including 401k and health insurance.
• Access to Plumm Wellbeing: immediate access to confidential therapy, self-guided mental health resources, and career/life coaching for personal and professional growth. Experts covering a range of topics, such as leadership and intrapreneurship, and more.
• Flexible working – we operate in a hybrid work environment with minimum attendance of 3 days for collaboration and team meetings, events.

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